Tech Officer: Technical Support

Business unit, Department, Reporting

Business Unit:  CPS

Department:  Field Services

Reports to: Ops Manager: Onsite Operations (M/S6) 

Core Description

Responsible for application and technical support to users at relevant client site/s. Identification, diagnosis and resolution of computer hardware, software, services, and applications

Key Deliverables / Primary Functions

• Providing technical support onsite or via remote-access systems, ensure prompt response and resolution of client support requests and service tickets.  
• Successfully perform the full range of defined tasks (from monitoring and maintaining to repairing / resolving hardware malfunctions, software issues, networking problems, etc. - associated with the client installed hardware and software on a continual basis.   
• Successfully installing and configuring client computer hardware, software, systems, networks, printers and scanners; ensuring that the agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.  
• Ensuing the application of the necessary due diligence by meeting with clients to diagnose software, networking or hardware issues prior to the application of a possible resolution.   
• Maintaining good client relations. 
• Tracking and managing work records, as well accurately compiling reports, including job reports.  

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