Qualifications and Experience:

• Strong background in Information Technology (IT), with at least a bachelor’s degree in computer science
• 3 years relevant experience
• Proven work experience as a Desktop Engineer
• Cisko Meraki experience will be advantageous

Requirements:

• Knowledge of network security practices and anti-virus programs
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Solid knowledge in the administration and support of Microsoft Windows and Networks
• Ability to perform remote troubleshooting and provide clear instructions

Skills:

• Strong administrative skills
• Excellent problem-solving skills
• Assertiveness
• Customer service excellence
• Excellent written and verbal communication skills
• Discipline in the workplace

Competencies:

• Deadline driven
• Multitask orientated
• Time Management
• Proactiveness  

Key Performance Areas will include:

Customer Service Request Support

• Analyze and resolve end-user hardware and software computer problems.
• Maintain desktop management documentation. (Job Card)
• Maintain and average ticket update of a minimum of 5 to 7 updates per day over a period of 3 months.
• Provide regular feedback to customers on requests logged.
• Maintain the ICT service level agreement priority structure (75% success ratio)

Asset / consumables administration

• Tagging and management of ICT assets
• Responsible for the handing out of consumables and stock management
• Responsible for tracking IT assets
• Monthly ICT stock takes

Hardware & Printer Setup and Support

• Responsible for the installing, configuring, maintaining, supporting and optimizing desktop/laptop hardware and software.
• Provide end-user training where required.
• Responsible for support and troubleshoot hardware such as desktops, laptops, printers and copiers.
• Support and troubleshoot software such as Microsoft Office Suite

Customer Service

• Project and maintain a professional image of BKB Information & Communication Technology during all client interactions – in line with BKB Core Values.
• Strive to add exceptional value to all customer relationships when directly interacting with internal as well as external customers.
• Maintain minimum agreed levels of interaction with the various BKB Divisions/ Subsidiaries and Clients.
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field.
• Identify cost saving opportunities when dealing with key suppliers

Support the BKB ICT Team

• Profile the BKB ICT team with various Divisions/Subsidiaries, external customers and industry specialists.
• Maintain a high level of professionalism.
• Maintain and support a positive working environment in the BKB ICT Team.
• Provide innovative solutions to enhance working procedures/output, and relevance of the BKB Information & Communication Technology Team.