Tech Officer: Junior Customer Engineer

Core Description

• The Incident Management
• Shift Team is responsible for real-time oversight, coordination, and management of service incidents impacting the organisation's priority customers and critical services.
• The role ensures that incidents are identified, prioritised, escalated, and communicated effectively, enabling rapid restoration of services and maintaining service quality commitments.

Key Deliverables / Primary Functions

• Monitor incident queues, alarms, and service management tools to identify service-impacting incidents.
• Proactively identify incidents affecting priority customers and critical services.
• Ensure incidents are correctly logged, categorised, and prioritised.
• Escalate incidents according to defined incident management escalation procedures.
• Engage senior technical teams, management, and vendors when required.
• Ensure escalation timelines are adhered to.
• Provide timely and accurate incident updates to internal stakeholders and service management teams.
• Ensure incidents are properly updated throughout the lifecycle.
• Maintain accurate records of actions taken, teams engaged, and timelines.
• Ensure restoration times and service impacts are clearly recorded.

Core Functional Skills & Knowledge

• Customer Focus
• Core Behavioural Competencies
• Delivering Results
• Meeting customer expectations _Operational and Tactical
• Decision Making
• Handling Pressure
• Communication and Impact

Minimum Qualifications

• NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage

Experience

• 2 years' experience

Certifications

• ITIL Foundation
• Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Interact directly with internal & external clients

Special Requirements/ Employment Condition

• Ability to cope under pressure

Workplace/Physical Requirements

• Full-time Office Based position

Business unit, Department, Reporting

• Business Unit: Finance
• Department: Internal IT
• Reporting: Manager of Operations Internal IT

Core Description

• To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.

Key Deliverables / Primary Functions

• Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
• Capture all customer interactions into the IT Service Management system.
• Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
• Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
• Follow up on ticket resolution to ensure compliance to service level agreements
• Provide technical support in adherence to quality standards and customer service excellence.
• Provide professional and empathetic IT Service Desk service to BCX customers

Core Functional Skills & Capabilities

• IT Infrastructure
• Time management
• IT Desktop and application support
• Troubleshooting
• Customer Focus

Core Behavioural Competencies

• Following instructions & procedures
• Achieving personal work goals & objectives
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Coping with pressures & setbacks
• Working with people

Minimum Qualifications

• NQF 4: Grade 12 National Diploma
• Relevant IT certification

Additional Education -Preferred /Advantage

Experience

• At least 12 months experience in IT Service Desk or active remote and on-site desktop support.

Certifications

• A+
• N+

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Interacts with internal IT clients

Special Requirements / Employment Condition

• Valid Drivers license

Workplace / Physical Requirements

• Full-time Office Based position.
• Billable
• Client Roaming