Core Description

Provision of routine hardware service, or remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.  

Key Deliverables / Primary Functions

• Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB) 
• Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis 
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements  
• Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.  In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.  
• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards  
• Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy. 
• Diligently drive SLA

Core Functional Skills & Capabilities

• ICT Knowledge
• Technology Consulting
• Problem solving
• Customer Service
• Teamwork

Core Behavioural Competencies

• Working with people
• Following instructions & procedures
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Achieving personal work goals & objectives
• Culture Match
• Job Match

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