Business unit, Department, Reporting
Business Unit
CPS
Department
Field Services
Reports To
Technical Support Manager (M/S6)
Grade
OP1
Core Description
Provide remote support for all Field Technicians to diagnose and resolve all software and hardware incidents and provide technical training to all Field Technicians.
Key Deliverables / Primary Functions
- Diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications
- Take ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents when necessary.
- Install and configure new IT equipment.
- Resolve incidents and upgrade different types of software and hardware, including printers, copiers and scanners.
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Provide training to fellow team members on project rollouts, latest technologies and assist with their development.
Core Functional Skills & Capabilities
ICT Knowledge
Technology Consulting
Problem solving
Customer Focus
Teamwork
Core Behavioural Competencies
Culture Match
Job Match
Working with people
Presenting and Communicating information
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Following instructions & procedures
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment
Certifications
CompTIA A+
A+
Microsoft Systems Associate or Engineer (MCSA or MCSE);
Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Required to travel locally
Drivers Licence and Reliable Vehicle - both required
Ability to work extended /long hours as and when required
Workplace / Physical Requirements
Client Roaming
Non-Billable
