Tech Officer: Jnr Customer Engineer; DWM

Select how often (in days) to receive an alert:

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.

Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.

• Call Management on ITSM platform of agreed-to service levels
• Adhere to technical administrative duties as required (i.e., OTDs, Job Cards, SharePoint repository upkeep, etc)
• 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.

Hardware/Software Installation and management

Customer Service

Hardware Troubleshooting

Problem solving

Job Match

Coping with pressures & setbacks

Working with people

Presenting and Communicating information

NQF 4:
Grade 12 National Diploma

NQF 4:
Grade 12 National Diploma in Information Technology

1 years’ experience in IT end user support with an u nderstanding of SLA call management on different service desks.

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

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

Drivers Licence and Reliable Vehicle - both required