Tech Officer : Customer Engineer

Job Description: Tech Officer: Customer Engineer

Location: Stellenbosch
Engagement 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.