Ops Spec: Customer Engineer - Belfast, Mpumalanga

Business unit, Department, Reporting

Core Description

Provide digital workplace support for the customer base remotely and onsite.

Key Deliverables / Primary Functions

• Application and device troubleshooting and support.
• Accurately use available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Used approved remote management tools to remote support end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Remote support and 24/7 standby, after hours and on-call support.Ownership of Incidents and Service Requests, until resolution with continues feedback.
• Build Relationship with customers to improve and provide world class support.
• Assist with the connection of end user devices to Audio Visual support equipment.
• iPad, Apple, and Android mobile support. 
• Ability to break-fix problems to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
• Identify and understand business challenges of the Customer and the impact thereof on the device support.Build a working knowledge of Microsoft products
• Support security policies and standards of the Customer
• Ensure company assets (replacement parts) are tracked and maintained responsibly

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

3 years’ experience

OR

5 years’ experience

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements