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Customer Engineer (Onsite/Remote)

Job Ref
284287
Job Type
Contracting
Employer Type
Company
Date Added 18 Nov 2021
Expiry Date 16 Dec 2021
* There have been 20 applications to this job.
* This job has been viewed 6563 times.
Employer:
BCX

Location:
Western Cape

Salary:
Market related

Benefits:


Role details:
6-month contract

CORE DESCRIPTION:

To provide technical support for incidents arising from hardware and software remotely and at client sites.
• Deploy, Update and Maintenance of End point Security
• Analysis and reporting of client’s environment
• Maintaining and Upkeeping of client’s environment tools and software
• Troubleshooting and resolving issues at client site
• Implementation, deploying and maintaining of monitoring sets for all
clients (Node Device, CPU, Disk Space, Memory)
• Preventative and Proactive maintenance
• Communication and training to clients and engineers
• Service Desk maintaining ITIL Governance
• Assisting with 1st and 2nd level EUM supporT
- - - - - - - - - - - - - -
KEY DELIVERABLES / PRIMARY FUNCTIONS:

• Used approved remote and client management tools to remotely and onsite support on end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Serving as second line support to both DI, Onsite Staff and Field Technicians
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Excellent communication skills (verbally, telephonically, and electronically) Email, Whats App etc.
• Attending to incidents on internal and client call logging system
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix, SLA 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.
• Assisting with ad hoc IT Projects when required, i.e. software or hardware upgrades and patch upgrades
• Build Relationship with customers to improve and provide world class support.
• Ability to 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 Administration
• Supporting 3rd party and inhouse client software.
• Basic network troubleshooting
Administration
• Ensuring that all relevant documentation is completed timeously and accurately, i.e. Overtime and expenses, etc.
• Documenting client site information with regards to software and hardware (Infrastructure)
• Practicing proper system management, use of reports, and time utilisation as defined by hardware and software management
• Developing constructive and cooperative working relationships with others and maintaining them over time
• Attending all meetings client specific and DWM management meetings
• Providing 24-hour standby support on a monthly rotational basis
• Maintaining security of assets and confidential information
Ensuring compliance to all Health and Safety standards at client sites and DW


EXPERIENCE:

2 years’ experience with relevant IT certification


QUALIFICATION:

Grade 12 (NQF level 4)




 
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