Tech Officer: Customer Engineer

What you will do

Tech Officer: Customer Engineer

Location: StellenboschEngagement Level: All levels within the organization and external stakeholders.

Core Purpose:Provide technical support and maintenance for computer systems, audio-visual equipment, and logistical needs. Focus on minimizing equipment downtime and ensuring client satisfaction while managing Office 365, Mimecast, and backup solutions.

Key Deliverables:

Implement proactive maintenance, deploying monitoring tools for clients.

Use software to maintain control of hardware and software.

Engage with all personnel, including VIPs.

Follow escalation procedures and keep customers updated.

Own incidents and service requests, ensuring resolution and feedback.

Provide 1st and 2nd level support for end-user devices and audio-visual equipment.

Use remote management tools for support.

Core Skills and Knowledge:

Hardware/Software Installation and Management (Proficiency Level 4)

Hardware Troubleshooting (Proficiency Level 2)

Problem Solving (Proficiency Level 3)

Customer Orientation (Proficiency Level 2)

[Additional skills to be underlined]

Core Competencies:

Delivering Results & Meeting Customer Expectations

Working with People

Coping with Pressures & Setbacks

Presenting and Communicating Information

Qualifications:

NQF 4: Grade 12

National Diploma in IT (advantageous)

Experience:

2 years in IT end-user support with SLA call management experience.

Certifications:

A+

N+

ITIL Service Management

ICT Certifications (e.g., CCNA/E, MCSA/E)

Special Requirements:

Driver’s license and own reliable transport.

Willingness to travel, work shifts, and be on standby.

Availability for ad-hoc assistance.