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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
Expiry Date 16 Dec 2021
* There have been 20 applications to this job.
* This job has been viewed 9199 times.
Employer:
BCX
Location:
Western Cape
Salary:
Market related
Benefits:
Role details:
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 clients environment
Maintaining and Upkeeping of clients 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)