Tech Officer: Customer Engineer (FS)

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 Focus
• ICT Knowledge
• Problem solving
• Technology Consulting
• Teamwork
• Core Behavioural Competencies
• Job Match
• Culture Match
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Working with people

• 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 locally
• Drivers Licence and Reliable Vehicle - both required
• Ability to work extended /long hours as and when required

Workplace / Physical Requirements

• Client Roaming
• Billable