Business unit, Department, Reporting
Business Unit: CPS
Department: Field Services
Reports to: Ops Manager: Onsite Operations (M/S6)
Core Description
Responsible for application and technical support to users at relevant client site/s. Identification, diagnosis and resolution of computer hardware, software, services, and applications
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 Functional Skills & Capabilities
ICT KnowledgeTechnology ConsultingProblem solvingCustomer ServiceTeamwork
Core Behavioural Competencies
Working with peopleFollowing instructions & proceduresAchieving personal work goals & objectivesApplying expertise & TechnologyDelivering Results & Meeting customer expectationsCulture 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
Microsoft 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
Drivers Licence and Reliable Vehicle - both requiredAbility to work extended /long hours as and when required
Workplace / Physical Requirements
Full-time Client Based PositionRevenue GeneratingBillable
