Tech Officer: Customer Engineer (Eastern Cape)To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment 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 FunctionsApplication and device troubleshooting and supportAccurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.Use approved remote management tools to support end user devicesLiaise with external resources (3rd Party Management) to facilitate resolution of 3rd party incidentsAbility to do root cause analysis and troubleshooting across systems to resolve incidentsExcellent communication skills (verbally, telephonically and electronically) including Email and WhatsAppAbility to engage and liaise with all personnel including VIP personnel.Follow escalation matrix and keep customer informed.Enable management with communication about incidents/requestsRemote support and 24/7 standby, after hours and on-call supportOwnership of incidents and service requests until resolution with continuous feedback.Build relationships with customers to improve and provide world-class support.Assist with the connection of end user devices to audio visual support equipmentiPad, Apple, and Android mobile support.Ability to break-fix problems and to satisfy installation requests, simple or complex, in a wide range of dissimilar environmentsIdentify and understand business challenges of the customer and the impact thereof on device supportBuild a working knowledge of Microsoft productsSupport security policies and standards of the customerEnsure company assets (replacement parts) are tracked and maintained responsiblyDevelop, document, and maintain Knowledge Based Articles.Core Functional Skills & CapabilitiesHardware TroubleshootingIT TerminologyMicrosoft OfficeBusiness ProcessesCore Behavioural CompetenciesWorking with peopleCoping with pressures & setbacksPlanning & OrganisingJob MatchCulture MatchMinimum QualificationsNQF 4: Grade 12 National Diploma
Experience2 years' work experience
CertificationsA+N+ITIL 3 or 4 will be advantageousMCP (Desktop)MCSAHardware certificationsSpecial Requirements / Employment ConditionDrivers Licence and Reliable Vehicle - both requiredAbility to work staggered hours, shifts, overtime and respond to call-outs
#J-18808-Ljbffr