Tech Officer: Junior Customer Engineer

Reference: 44392774

Business Connexion (Pty) Ltd

Duties & Responsibilities

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' experienceCertifications 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

Desired Experience & Qualification

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.