Business unit, Department, Reporting Business Unit 

Cloud Platform Solutions

Department Field Services Job grade

OP1

 

Core Description

To provide technical support for incidents arising from the hardware deployed in the stores.

Key Deliverables / Primary Functions For Maintenance resources, timeously attend to Severity Level 1 type incidents and ensure resolution ‘first time’ without ‘return trips’. For Installation resources, actively be involved in all ‘first-time’ installations and project rollouts; thus being able to both advise with regards issues, as well provide training and support for junior resources.   Provide support both at a first line level as well onsite with the client, diagnosing and resolving incidents for the IT Infrastructure deployed or to be installed in the stores for the various contracted clients.   Provide technical support to junior technicians that may encounter difficulties onsite when attending to incidents and/or installations.  Successfully perform, and be able to advise, on the full range of defined tasks associated with operating and controlling of installed hardware and software.  Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements   Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards.   Diligently drive SLA on all maintenance and non-maintenance incidents, as well preventative maintenance   Core Functional Skills & Capabilities Customer FocusICT KnowledgeProblem solvingTechnology ConsultingTeamworkCore Behavioural Competencies Job MatchCulture MatchApplying expertise & TechnologyDelivering Results & Meeting customer expectationsFollowing instructions & proceduresWorking with peopleMinimum Qualifications NQF 4: Grade 12 National DiplomaAdditional Education -Preferred /Advantage Experience

2 years’ experience

Certifications CompTIA A+A+Linux Certification (CompTIA Linux, LPIC)Professional Memberships in Relevant Industry Level of Engagement & Span of Control

Level of Engagement : Internal and external clients

Special Requirements / Employment Condition Required to travel locallyDrivers Licence and Reliable Vehicle - both requiredAbility to work extended /long hours as and when requiredWorkplace / Physical Requirements Client RoamingBillable