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Customer Engineer

Job Ref
283000
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 28 Jan 2020
Expiry Date 4 Feb 2020
* There have been 28 applications to this job.
* This job has been viewed 1310 times.
Employer:
BCX

Location:
All Areas

Salary:
Market related

Benefits:


Role details:
• Application and device trouble-shooting and support
• Accurately use the 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
• Excellent communication skills (verbally,
telephonically and electronically) Email, Whats App
etc.
• 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 and 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
• Develop, document, and maintain Knowledge Based
Articles.
- - - - - - - - - - - - - -
Qualifications
• Grade 12, NQF Level 4,
• Relevant IT diploma or degree will be advantageous

Experience
• 2-3 years relevant experience

Certification/ Professional Registration
• A + Certification
• N + Certification will be advantageous
• ITIL 3 or 4 will be advantageous
Microsoft or Equivalent
• MCP (Desktop)
• MCSA
Hardware
• 1 x Desktop & Notebook Product Certification will be
advantageous.
• Knowledge and or certification of HP products will be
advantageous.


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