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

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