To provide highly specialised technical support and guidance directly to clients through high level analysis, diagnosis and problem solving, qualifying the product fit, installation, implementation of Linux systems and defining support needs for the client. Perform activities under supervision.
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CONTEXT •Take cognisance of industry compliance requirements •The need to be aware of changes in clients operational and medium to long term objectives and ICT requirements •Understand the current BCX service model •The need to be aware of and adhere to SLA / OLA requirements •Have a conceptual understanding of the Service delivery model. •Awareness of latest updates of Service Catalogue which form the basis of Service delivery •The need to be in alignment with Client Services Models •Awareness of emerging and current technology
CUSTOMERS •External Clients
ROLES •AIX Operating system support •Power VM support •System Mirror High Availability Cluster Support •Scripting support •Application Support •Capacity Management •Conduct Research •Change Management •Documentation/Technical Authoring •Hardware/Software Installation •Porting/Software Installation •Systems Integration •Systems Testing
EXPERIENCE •AIX experience is a non-negotiable for this position •Minimum 4 years experience in a similar position
REQUIREMENTS •Cellular phone •Driver's license •Motor vehicle •After hours Standby support will be required •Ensuring that a professional, personalised message is recorded on their cell phone and landline •Ensuring that the message facility is activated when you are unavailable to take calls •Regularly checking for new messages •Timeously responding to all messages in order to ensure excellent customer service
COMPETENCIES •Proficient in AIX support •Scripting skills •ITIL Framework •Operational Structure (organogram) •Problem Solving Skills (both technical & soft) •Report writing skills •Understands BCX's Policies and Procedures •Understands Client Policies and Procedures •Understand BCX's Business Values and Ethics