Purpose To provide more routine hardware service, or ‘remote’ diagnostic activities under supervision.
Accountabilities Operations Maintain the relevant client’s Service Level Agreement (SLA) Ensure to follow correct call logging and escalation procedures Be aware of changes in client’s strategic objectives and ICT requirements Analyse client needs and advise on certain solutions in conjunction with the relevant BCX competencies Ensure to keep current with the relevant technology requirements, including training Ensure to use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
Customer To adhere to relevant on-site customer requirements Strive for client satisfaction and compliments Key Relationships / Stakeholder relationships Service Delivery Manager, BCX Competency Centres, BCX Delivery Team, Client Employee/Users, Team Leader, Supervisor
EDUCATION Completed NDiploma in Information Technology Minimum Certifications/Accreditations Certification: A+, N+, MCSE, MCITP
EXPERIENCE Technical: Competent contributor that can work without supervision in the Technical Support area, with a minimum experience of between 2 and 4 years. Requires detailed knowledge of theories and practices related to the technical field and limited knowledge of other functions. Leadership: Not required for this role. Operational: Experience within one main sector (AMS). Managed small projects. Has exposure to cross-cultural experiences. Stakeholder Engagement: Represented multiple or larger groups of internal and external stakeholders on individual contributor level. Essential behavioural success factors Examining Information Documenting Facts Interpreting Data Interacting with People Articulating Information Showing Composure Team Working Meeting Timescales Important behavioural success factors Adopting Practical Approaches Providing Insights Establishing Rapport Making Decisions Conveying Self-Confidence Resolving Conflict
Interested in these positions, apply online
Apply via :
