Job Description

Business unit, Department, ReportingBusiness Unit Operate
Department Digital Workplace Management (DWM)
Job grade OP2Core DescriptionTo provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment's etc.Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.Key Deliverables / Primary Functions

• Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
• Perform root cause analysis and troubleshooting across systems to resolve incidents.
• Engage and liaise with all personnel, including VIP personnel.
• Follow the escalation matrix and keep the customer informed.
• Take ownership of Incidents and Service Requests, providing continuous feedback until resolution.
• Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.

Core Functional Skills & CapabilitiesHardware/Software Installation and managementCustomer ServiceHardware TroubleshootingProblem solvingCore Behavioural CompetenciesJob MatchCoping with pressures & setbacksDelivering Results & Meeting customer expectationsWorking with peoplePresenting and Communicating informationMinimum QualificationsNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageNQF 4: Grade 12 National Diploma in Information TechnologyExperience1 years' experience in IT end user support with an understanding of SLA call management on different service desks.CertificationsA+N+Certification in ITIL Service Management and Service Delivery modulesICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)HP, Dell, Lenovo, Mustek products will be advantageousProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlEngagement will all levels within the organisation, internal and external to the businessSpecial Requirements / Employment ConditionDrivers Licence and Reliable Vehicle - both requiredWilling to travelWorking ShiftsWillingness to be on standbyWorkplace / Physical RequirementsHybrid Remote WorkerBillableBCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.

Business Connexion