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Ops Spec: Customer Engineer
1 month ago
Business Unit: Cloud Platform Solutions
Department: Digital Workspace Management (DWM)
Job Grade: Core Description
Provide digital workplace support for the customer base remotely and onsite.
Key Deliverables / Primary Functions:
- Application and device troubleshooting and support.
- Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
- Use approved remote management tools to support end user devices remotely.
- Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party incidents.
- Conduct root cause analysis and troubleshooting across systems to resolve incidents.
- Engage and liaise with all personnel including VIP personnel.
- Follow escalation matrix and keep customers informed.
- Enable management with communication about incidents/requests.
- Provide remote support and 24/7 standby, after hours and on-call support. Own incidents and service requests until resolution with continuous feedback.
- Build relationships with customers to improve and provide world-class support.
- Assist with the connection of end user devices to Audio Visual support equipment.
- Provide support for iPad, Apple, and Android mobile devices.
- Break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
- Identify and understand business challenges of the customer and their impact on 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.
Core Functional Skills & Capabilities:
- Microsoft Office
- Mobile Support
- Hardware Troubleshooting
Core Behavioural Competencies:
- Job Match
- Coping with pressures & setbacks
- Deciding & Initiating Action
- Working with people
- Planning & Organising
- Presenting and Communicating information
Minimum Qualifications:
NQF 6: 3 year Degree / Diploma / National Diploma
OR NQF 4: Grade 12
Experience:
3 years' experience preferred; 5 years' experience advantageous.
Certifications:
- ITIL 3 or 4 will be advantageous
- MCP (Desktop)
- MCSA
- HP, Dell, Lenovo, Mustek products will be advantageous
Professional Memberships: in Relevant Industry
Level of Engagement:
Engagement with all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition:
- Drivers Licence and Reliable Vehicle - both required
- Prepared to travel and engage with clients directly.
- Ability to work extended/long hours as and when required.
Workplace / Physical Requirements:
Billable, Full-time Client Based Position.
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