Customer Service Engineer I (iOCO0085)
iOCO · Johannesburg, Gauteng
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- We are seeking a skilled and customer-focused Customer Service Engineer to join our team. The successful candidate will be responsible for providing high-quality technical support, troubleshooting, maintenance, and service to customers, ensuring that technical issues are resolved efficiently and that customers receive a consistently high standard of service.
What you'll do
- Rapid Incident Response: Provide immediate onsite support to diagnose and resolve technical issues, minimizing downtime and disruption to business operations.
- Security & Compliance Support: Perform proactive monitoring, maintenance, and security checks to reduce the risk of cybersecurity incidents, data loss, and compliance gaps.
- IT/OT Collaboration: Facilitate close collaboration between IT, OT, and operational teams to ensure effective integration, coordination, and resolution of technical issues.
- Business-Specific Technical Support: Provide tailored technical solutions aligned to the organisation's unique operational requirements and evolving technology environment.
- Cost Management: Reduce reliance on external contractors and emergency call-outs by providing dedicated onsite technical expertise, helping to control support costs.
- Technical Knowledge Retention: Develop and maintain an in-depth understanding of the organisation's environment, systems, processes, and operational requirements.
- Proactive Maintenance: Conduct scheduled maintenance, health checks, inspections, and preventative activities to identify and address potential issues before they result in service disruption.
- Operational Continuity: Support the availability and reliability of critical IT and OT systems, helping ensure business operations continue with minimal interruption.
Your Expertise
- 2-5 years of experience in IT and/or OT support roles
- Experience working in an industrial or manufacturing environment
Qualifications: Certifications
- CompTIA A+, Network+, or Security+
- Cisco CCNA or CCNP
- ITIL Foundation certification
- Microsoft Azure Certification AZ900, AZ104
- Industrial automation certifications
Qualification Essential Competency
- Associate's or Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field
- Relevant certifications or training in IT and OT technologies may be considered equivalent to formal education
Technical Skills
- Knowledge of manufacturing systems, processes, and equipment
- Experience with OT protocols and devices e.g., HMIs, sensors
- Familiarity with industrial network architectures e.g., Ethernet, Wi-Fi
- Strong administrative and housekeeping skills in Active Directory and Azure EntraID
- Knowledge in SCCM and SCOM
- Some Experience in SQL maintenance / troubleshooting
- Hand-on End User device management, troubleshooting and repairs
- Knowledge in Access Control, Printers, Collaboration, Handheld devices and Mobile Devices
- Proficiency in operating systems Windows, Linux, etc.
- Knowledge of network protocols, devices, and architectures
- Experience with industrial control systems ICS, supervisory control and data acquisition SCADA systems, and programmable logic controllers PLCs
- Familiarity with cybersecurity principles and practices
- Understanding of data backup and recovery procedures
- Experience with IT service management frameworks ITIL and Service Now
Soft Skills
- Excellent problem-solving and analytical skills
- Strong communication and collaboration skills
- Ability to work independently and as part of a team
- Effective time management and prioritization skills
- Customer-focused approach