Tech Officer: Customer Engineer (FS)

Business unit, Department, Reporting

Business Unit

Cloud Platform Solutions

Department

Field Services

Job grade

OP1

Core Description

To provide technical support for incidents arising from the hardware deployed in the stores.

Key Deliverables / Primary Functions

• For Maintenance resources, timeously attend to Severity Level 1 type incidents and ensure resolution ‘first time’ without ‘return trips’. For Installation resources, actively be involved in all ‘first-time’ installations and project rollouts; thus being able to both advise with regards issues, as well provide training and support for junior resources.
• Provide support both at a first line level as well onsite with the client, diagnosing and resolving incidents for the IT Infrastructure deployed or to be installed in the stores for the various contracted clients.
• Provide technical support to junior technicians that may encounter difficulties onsite when attending to incidents and/or installations.
• Successfully perform, and be able to advise, on the full range of defined tasks associated with operating and controlling of installed hardware and software.
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards.
• Diligently drive SLA on all maintenance and non-maintenance incidents, as well preventative maintenance

Core Functional Skills & Capabilities

Customer Focus

ICT Knowledge

Problem solving

Technology Consulting

Teamwork

Core Behavioural Competencies

Job Match

Culture Match

Applying expertise & Technology

Delivering Results & Meeting customer expectations

Following instructions & procedures

Working with people

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

2 years’ experience

Certifications

CompTIA A+

A+

Linux Certification (CompTIA Linux, LPIC)

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Level of Engagement : Internal and external clients

Special Requirements / Employment Condition

Required to travel locally

Drivers Licence and Reliable Vehicle - both required

Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Client Roaming

Billable