Core Description

• Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs

Key Deliverables / Primary Functions

• Remotely investigating technical issues for the client and providing resolution. 
• Following up on all outstanding queries timeously as per the SLA per client.
• Redirecting any problems or incidents that may occur to the correct resource.
• Identifying and escalating recurring problems and situations to both the management team.
• Tracking and routing logged problems and requests.
• Updating resolved incidents on the call logging system.
• Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.

Core Functional Skills & Capabilities

• ICT Knowledge
• Technology Consulting
• Problem solving
• Communication
• Customer Focus

Core Behavioural Competencies

• Deciding & Initiating Action
• Working with people
• Delivering Results & Meeting customer expectations
• Applying expertise & Technology
• Culture Match
• Job Match

Minimum Qualifications

• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

• Applicable industry certification will be an advantage
• CompTIA A+
• Microsoft Systems Associate or Engineer (MCSA or MCSE);
• Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.