Business Unit, Department, Reporting Job grade/level S5 Business Unit Cloud Platform Solutions Department Open System Services Support Position reports to Manager: Operations Span of Control 0 Core Description Install, monitor, test and maintain cloud and infrastructure solutions.
To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving.
This includes support, installation, implementation of IT systems for client specific projects Typically, will play a key role developing new business and take full responsibility for the full solution response of proposal preparation Key Deliverables / Primary Functions Acts as the customer facing interface between Customer/Account and 3rd parties Be first point of escalating for service delivery complaints (all priority levels) with support teams Oversees Service Management, Service Operations & Service Reviews to meet service standards in line with service level agreements and drive continuous service improvement Manage Due Diligence reports and Proposals for new clients Assist in the recommendation of product sets and define the go-to-market strategy supportive of company strategies.
Active support and maintenance of SCCM/Intune/Patch Management /Altiris and Microsoft End point Manager solution and infrastructure in aligned to defined levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
From service transition, for the duration of the service agreement until migration or decommissioning, Create and maintain technical infrastructure standards & procedure.
Evaluate operational compliance and assist in audit reviews.
Participate in technical design and assist in defining thresholds for monitoring and support.
Actively identify any contribute or manage of risk.
Collaborate and strive to optimise engagement between BCX Divisions and establish and enhance relationships with customers and vendors.
Core Functional Skills & Knowledge Service Delivery Stakeholder Communication Communication Effective working in a global team environment Hardware/Software Installation and management Documentation/technical authoring Core Behavioural Competencies 1.
Job Match 2.
Developing and implementing account plan or strategy 3.
Meeting customer expectations 4.
People / Team Leadership 5.
Decision Making 6.
Communication and Impact Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science OR NQF 4: Grade 12 Additional Qualification preferred or advantage Experience 5 years experience OR Grade 12 & 7 years experience Certifications EA certification ITIL v3 Foundation Phase Intune and Microsoft products (M365 Enterprise Administrator and/or Azure DevOps Engineer) Azure Certification System Centre Configuration Manager Certification Professional Memberships in Relevant Industry Level of Engagement & Span of Control Interacts with various stakeholders within BCX, on various levels of management Special Requirements/ Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace/Physical Requirements Hybrid Remote Worker Billable
