Tech Officer: Jnr Customer Engineer (DWM)(Belfast)

Business unit, Department, Reporting

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.

Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.

Key Deliverables / Primary Functions

• Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
• Perform root cause analysis and troubleshooting across systems to resolve incidents.
• Engage and liaise with all personnel, including VIP personnel.
• Follow the escalation matrix and keep the customer informed.
• Take ownership of Incidents and Service Requests, providing continuous feedback until resolution.
• Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

1 years’ experience in IT end user support with an understanding of SLA call management on different service desks.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the business

Special Requirements / Employment Condition

Workplace / Physical Requirements

BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.