Business unit, Department, Reporting
Business Unit: CPS
Department: Field Services
Reports to: Ops Manager: Onsite Operations (M/S6)
Core Description
- Provide first-line and remote technical support to clients and field-based engineers.
- Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
- Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
- Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
- Monitor call queues and proactively escalate incidents to ensure SLA compliance.
- Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
- Maintain and update configuration management information.
- Track and follow up on outstanding incidents to ensure timely resolution and client communication.
- Ensure compliance with operational procedures, quality standards and service delivery requirements.
Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.
Core Functional Skills & Capabilities
ICT KnowledgeTechnology ConsultingProblem solvingCustomer ServiceTeamwork
Key Deliverables / Primary Functions
- Provide first-line and remote technical support to clients and field-based engineers.
- Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
- Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
- Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
- Monitor call queues and proactively escalate incidents to ensure SLA compliance.
- Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
- Maintain and update configuration management information.
- Track and follow up on outstanding incidents to ensure timely resolution and client communication.
- Ensure compliance with operational procedures, quality standards and service delivery requirements.
Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.
Core Behavioural Competencies
Working with peopleFollowing instructions & proceduresApplying expertise & TechnologyDelivering Results & Meeting customer expectationsAchieving personal work goals & objectivesCulture MatchJob Match
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment
Certifications
COMPTIAMicrosoft Systems Associate or Engineer (MCSA or MCSE);Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Required to travel locallyDrivers Licence and Reliable Vehicle - both requiredAbility to work extended /long hours as and when required
Workplace / Physical Requirements
Client RoamingBillable
