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

• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.

Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

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