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Johannesburg: It Customer Engineer




Date 2024-04-27
Job Title It Customer Engineer
Employer
More Information
Salary
Category It Computing Software
Location Gauteng
/ Johannesburg

Job Summary

Key Performance Areas Customer Service – Receive calls from senior customer engineer/ help desk. – Verify/ identify problems with help desk. – Contact users to get clarity on problems and trouble shoot. – Provide telephonic support to users if possible. – Provide physical assistance to users if necessary. – Escalate problems to senior customer engineer if necessary. – Provide temporary PCs to users when necessary (prioritise). – Update users on progress being made in solving their problems. – Fully test the solution to ensure that the problem is resolved. – Ensure all customer queries are attended to and resolved within agreed SLAs. IT Support – Analyse user problems. – Prioritize user problems based on severity. – Train user on how to use IT equipment. – Research and recommend better ways to reduce IT user problems. – Develop good working relationship with users. – Keep users posted on the progress of their calls. – Ensure that there are no comebacks on work done. Hardware Maintenance and Repairs – Undertake maintenance and repairs on damaged and repairable hardware. – Report on uneconomical repairs. – Recommend replacement. – Schedule and administer regular maintenance of IT equipment. Network and Telephone Support – Provide daily operations support and maintenance for network and telephone infrastructure (1st line support). – Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists. – Replace faulty devices. – Ensure timely problem resolution. CSN Support – Respond to remote/satellite customer call-outs (hardware, software and network calls). – Provide telephone infrastructure (1st line support). – Offer customer training. – Provide customers with regular feedback on their service requests. – Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork. Asset Management – Undertake audits of hardware and software assets. – Maintain and update a register of all IT assets. – Provide technical advice on hardware and software to be produced by users. Research and Development – Keep abreast of trends in hardware and software developments. – Research on new problems/ challenges as they occur. – Share information with technical staff and document solutions found. Reporting – Contribute to the preparation and submission of Regulation reports. – Aid in the development of functional reporting systems, for management, project or performance reporting. – Report regularly and periodically perform necessary submissions as and when required to provide progress updates and/or inform management decisions. Stakeholder Management – Aid in proactive and progressive relationships with key stakeholders. – Deal with inquiries and requests for information from both internal and external stakeholders. – Aid in the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time. Qualifications and Experience – Bachelors Degree/ Advanced Diploma in Information Technology related qualification. – Relevant 4 years experience in system support environment Technical, Managerial, and Behavioral Competencies Required – Planning, Organising and Coordinating. – Personal mastery. – Judgement and decision making. – Ethics and Values. – Client Service Orientation. – Citrix. – Company legacy systems. – MOUS. – Integration platforms. – Financial systems

It Customer Engineer position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2024-04-27 in the It Computing Software category

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