Business unit, Department, Reporting Business Unit Operate Managed Services Cloud Department Digital Workspace Services Job grade S6 Core Description To manage and support customers environment with technical solutions and provide general, 2 nd and 3 rd level technical support on customer systems.Install, monitor, test, maintain cloud and client infrastructure solutions.To provide specialised technical, preventative and proactive support (technology specific).Key Deliverables / Primary Functions Perform root cause analysis and troubleshooting across systems to resolve incidents, addressing problems to satisfy installation requests, whether simple or complex, in diverse environments.Take ownership of Incidents and Service Requests until resolution, providing continuous feedback and liaising with clients at all levels, including VIPs and external resources (3rd Party Management).Build relationships with customers to improve and provide world-class support.Identify and understand business challenges of the customer and their impact on the client's environment by developing, documenting, and maintaining knowledge-based articles.Support security policies and standards of the customer by building and maintaining an up-to-date working knowledge of Microsoft products.Ensure company assets (replacement parts) are tracked and maintained responsibly.Supervise and assist less experienced employees in technical challenges and all aspects of current technical operational practices.Core Functional Skills & Capabilities Hardware Troubleshooting Troubleshooting Service Level Agreement (SLA) Management Core Behavioural Competencies Analysing Applying expertise & Technology Deciding & Initiating Action Coping with pressures & setbacks Delivering Results & Meeting customer expectations Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience 3 year's relevant experience in the ICT environment.OR 5 year's relevant experience in the ICT environment.Certifications A + Certification will be advantageous N + Certification will be advantageous ITIL 3 or 4 will be advantageous MCP (Desktop) MCSA Exchange/O365 HP, Dell, Lenovo, Mustek products will be advantageous Professional Memberships in Relevant Industry Level of Engagement & Span of Control Engagement will all levels within the organisation, internal and external to the clients.Special Requirements / Employment Condition Willing to travel Working Shifts Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Full-time Client Based Position Billable BCX 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.
