Ops Spec: Customer Engineer - Fixed Term Contract - Hotazel (Mamatwan)

Business unit, Department, Reporting

Business Unit

Cloud Platform Solutions

Department

Digital Workspace Management (DWM)

Job grade

S6

Core Description

Provide digital workplace support for the customer base remotely and onsite.

Key Deliverables / Primary Functions

• Application and device troubleshooting and support.
• Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Used approved remote management tools to remote support end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Remote support and 24/7 standby, after hours and on-call support.Ownership of Incidents and Service Requests, until resolution with continues feedback.
• Build Relationship with customers to improve and provide world class support.
• Assist with the connection of end user devices to Audio Visual support equipment.
• iPad, Apple, and Android mobile support.
• Ability to break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
• Identify and understand business challenges of the Customer and the impact thereof on the device support.Build a working knowledge of Microsoft products
• Support security policies and standards of the Customer
• Ensure company assets (replacement parts) are tracked and maintained responsibly

Core Functional Skills & Capabilities

Microsoft Office

Mobile Support

Hardware Troubleshooting

Core Behavioural Competencies

Job Match

Coping with pressures & setbacks

Deciding & Initiating Action

Working with people

Planning & Organising

Presenting and Communicating information

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma

OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

3 years’ experience

OR

5 years’ experience

Certifications

A+

N+

ITIL 3 or 4 will be advantageous

MCP (Desktop)

MCSA

HP, Dell, Lenovo, Mustek products will be advantageous

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

0

Level of Engagement

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required

Prepared to Travel and Engage with clients direct.

Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Hybrid Remote Worker

Billable