Business unit, Department, Reporting Business Unit

Operate

Department  Octane Position reports to  Ops Manager:  Regional Service Manager KZN Job grade S6

 

Core Description

The purpose of the job is the onsite installation, maintenance, and service of BCX Customer sites systems for ATG. Ensuring quality onsite support to all client’s service, in accordance with the Project, SLA’s, Monitoring and reporting ongoing procedure. Tools to aid in this are reports. Reports on SLA, productivity and standards will be implemented, supplied to senior management. Identifying where improvements can be made and analysing trends.

Key Deliverables / Primary Functions Deliver On site support as prescribed by the SLA for all clients. Maintain a 95% SLA as per on site department’s goal per month. Maintain 80% productivity for the month. Charter and the contractual SLAs for each service area. Have all documentation completed per call or project and submitted within the time allocation. Complete all information required to close or update a call on simplicity. Provide feedback to clients on status of calls Maintain good relations with all internal departments and assist where required and within the time frame. Maintain good relations with all external business and assist where required and within the time frame. Core Functional Skills & Capabilities TroubleshootingProgramming and codingBusiness ProcessesInfrastructure TechnologySource codeCore Behavioural Competencies Adhering to principles and valuesAnalysingJob MatchPresenting and Communicating informationWorking with peopleCulture MatchMinimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer ScienceOR NQF 4: Grade 12Additional Education -Preferred /Advantage Experience

3 years’ experience in IT support experience, with hands-on experience with automation technologies.  

OR

Grade 12 & 5 years’ experience in IT support experience, with hands-on experience with automation technologies.  

Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control

Span of Control          :   0

Level of Engagement :   Interact directly with internal & external clients  

Special Requirements / Employment Condition Ability to work extended /long hours as and when requiredAbility to cope under pressureWorkplace / Physical Requirements Full-time Office Based position.Non-Billable