Business Unit: Operate Department: Digital Workplace Management (DWM) Job Grade: OP2 Core Description: 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 minimizing 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 & Capabilities Hardware/Software Installation and Management Customer Service Hardware Troubleshooting Problem Solving Core Behavioural Competencies Job Match Coping with Pressures & Setbacks Delivering Results & Meeting Customer Expectations Working with People Presenting and Communicating Information Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education - Preferred / Advantage NQF 4: Grade 12 National Diploma in Information Technology Experience 1 year's experience in IT end user support with an understanding of SLA call management on different service desks. Certifications A+ N+ Certification in ITIL Service Management and Service Delivery modules. ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E). HP, Dell, Lenovo, Mustek products will be advantageous. Professional Memberships in Relevant Industry Level of Engagement & Span of Control Engagement with all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Driver's Licence and Reliable Vehicle - both required Willing to travel Working Shifts Willingness to be on standby Workplace / Physical Requirements Billable Full-time Client Based Position 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.
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