Business unit, Department, Reporting

Buisness Unit: CPS

Department: Field Services

Core Description

Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs

Key Deliverables / Primary Functions

Remotely investigating technical issues for the client and providing resolution. 

Following up on all outstanding queries timeously as per the SLA per client.

Redirecting any problems or incidents that may occur to the correct resource.

Identifying and escalating recurring problems and situations to both the management team.

Tracking and routing logged problems and requests.

Updating resolved incidents on the call logging system.

Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.

Core Functional Skills & Capabilities ICT KnowledgeTechnology ConsultingProblem solvingCommunicationCustomer FocusCore Behavioural Competencies Deciding & Initiating ActionWorking with peopleDelivering Results & Meeting customer expectationsApplying expertise & TechnologyCulture MatchJob MatchMinimum Qualifications OR NQF 4: Grade 12Additional Education -Preferred /Advantage Experience

Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications Applicable industry certification will be an advantageCompTIA A+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 Ability to work extended /long hours as and when requiredWorkplace / Physical Requirements Full-time Client Based PositionBillable