Core Description

• Install, monitor, test and maintain backup solutions. To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving. This includes support, installation, implementation of IT systems for client specific projects 

Key Deliverables / Primary Functions

• Drives continuous service improvement and optimisation of the operational landscape 
• Acts as the customer interface between Customer 3rd parties in planning, implementation, maintenance and during incidents  
• Assist in the evaluation of product sets, product features and functions to drive landscape maturity and stability 
• Active support and maintenance of infrastructure in alignment to defined levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. From service transition, for the duration of the service agreement until migration or decommissioning,  
• Review and maintain technical infrastructure standards & procedure.  
• Evaluate operational compliance and assist in audit reviews and risk identification and mitigation 
• Participate in and assist in defining thresholds for monitoring, alerting and support 
• Identify operational trends through analysis to proactively manage client environments 
• Collaborate and strive to optimise engagement between BCX Divisions to establish and enhance relationships with customers and vendors. 
• Certification and Re-certification of products to ensure highest standards of skill to ensure high standard of service delivery 
• Support and mentor junior team members to ensure skills improvement 
• Standby and Afterhours support to ensure adherence to contract SLA  

Core Functional Skills & Capabilities

• Technical Report writing
• Troubleshooting
• Teamwork
• Customer Focus
• ICT Knowledge

Core Behavioural Competencies

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

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 2 years of experience in modern enterprise data protection in an operational capacity with a broad spectrum of support roles and valid certifications.