Tech Officer: Customer Support - Western Cape, Cape Town

Business unit, Department, Reporting

Core Description

Provide remote support for all Field Technicians to diagnose and resolve all software and hardware incidents and provide technical training to all Field Technicians. 

Key Deliverables / Primary Functions

• Diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications  
• Take ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents when necessary.  
• Install and configure new IT equipment.  
• Resolve incidents and upgrade different types of software and hardware, including printers, copiers and scanners.   
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 
• Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.  
• Provide training to fellow team members on project rollouts, latest technologies and assist with their development.  

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

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

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements