Business Unit, Department, Reporting Job grade/level  S5 Business Unit Cloud Platform Solutions  Department 

Open System Services Support  

Position reports to  Manager: Operations Span of Control  0 Core Description

Install, monitor, test and maintain cloud and infrastructure solutions. To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving. This includes support, installation, implementation of IT systems for client specific projects 

 

Typically, will play a key role developing new business and take full responsibility for the full solution response of proposal preparation 

 

Key Deliverables / Primary Functions Acts as the customer facing interface between Customer/Account and 3rd parties   Be first point of escalating for service delivery complaints (all priority levels) with support teams   Oversees Service Management, Service Operations & Service Reviews to meet service standards in line with service level agreements and drive continuous service improvement   Manage Due Diligence reports and Proposals for new clients  Assist in the recommendation of product sets and define the go-to-market strategy supportive of company strategies.  Active support and maintenance of SCCM/Intune/Patch Management /Altiris and Microsoft End point Manager solution and infrastructure in aligned to defined levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. From service transition, for the duration of the service agreement until migration or decommissioning,   Create and maintain technical infrastructure standards & procedure.   Evaluate operational compliance and assist in audit reviews.   Participate in technical design and assist in defining thresholds for monitoring and support.    Actively identify any contribute or manage of risk.  Collaborate and strive to optimise engagement between BCX Divisions and establish and enhance relationships with customers and vendors.  Core Functional Skills & Knowledge Service Delivery Stakeholder Communication Communication Effective working in a global team environment Hardware/Software Installation and management Documentation/technical authoring Core Behavioural Competencies 1. Job Match2. Developing and implementing account plan or strategy3. Meeting customer expectations4. People / Team Leadership5. Decision Making6. Communication and ImpactMinimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer ScienceOR NQF 4: Grade 12Additional Qualification preferred or advantage Experience

5 years experience

OR

Grade 12 & 7 years experience

Certifications EA certificationITIL v3 Foundation PhaseIntune and Microsoft products (M365 Enterprise Administrator and/or Azure DevOps Engineer)Azure CertificationSystem Centre Configuration Manager CertificationProfessional Memberships in Relevant Industry Level of Engagement & Span of Control

Interacts with various stakeholders within BCX, on various levels of management 

Special Requirements/ Employment Condition Valid Drivers licenseAbility to work extended /long hours as and when requiredWorkplace/Physical Requirements Hybrid Remote WorkerBillable