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Ops Spec: Dco Field Support
1 week ago
Core Description
Provide digital workspace support for the customer base. Key Deliverables / Primary Functions
Application and device troubleshooting and support
Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
Use approved remote management tools to remote support end user devices
Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
Engage and liaise with all personnel including VIP personnel
Follow escalation matrix and keep customer informed
Enabling management with communication about incidents/requests
Remote support and 24*7 standby, after hours and on-call support
Ownership of Incidents and Service Requests, until resolution with continues feedback
Build Relationship with customers to improve and provide world class support
Assist with the connection of end user devices to Audio Visual support equipment
iPad, Apple, and Android mobile support
Break-fix problems and to satisfy installation requests, simple or complex, in a wide range of dissimilar environments
Identify and understand business challenges of the Customer and the impact thereof on the device support
Build a working knowledge of Microsoft products
Support security policies and standards of the Customer
Ensure company assets (replacement parts) are tracked and maintained responsibly
Develop, document, and maintain Knowledge Based Articles
Assist less experienced employees in all aspects of current and correct operational practice.
Supervise and assist less experienced employees in technical challenges
Undertakes root cause analysis and troubleshooting across systems to resolve incidents Core Functional Skills & Knowledge Communication Mobile Support Hardware Troubleshooting IT Terminology Core Behavioural Competencies Job Match Analysing Delivering Results & Meeting customer expectations Planning & Organising Presenting and Communicating information Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years' experience
OR
Grade 12 & 5 years' experience Certifications MCP (Desktop) MCSA Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Level of Engagement:
Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Hybrid Remote Worker Billable
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