Tech Officer: Customer Engineer (DWM)

Business unit, Department, Reporting

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc. Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction. Manage Services Administration on Office 365, Mimecast and Backup Solutions. Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents

Key Deliverables / Primary Functions

• Implement preventative and proactive maintenance, including deploying and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).


• Utilize available software or specialist monitoring tools accurately to maintain awareness and control of hardware and software.


• Engage and liaise with all personnel, including VIP personnel.


• Follow the escalation matrix and keep the customer informed.


• Take ownership of Incidents and Service Requests, ensuring resolution and providing continuous feedback, including the ability to perform root cause analysis and troubleshooting across systems.


• Assist with 1st and 2nd level EUM support, including application and device troubleshooting and support, which is not limited to the support of end-user devices but also encompasses Audio Visual support equipment.


• Utilize approved remote management tools to provide remote support for end-user devices, addressing application and device troubleshooting and support.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

2 years’ experience in IT end user support with an understanding of SLA call management on different service desks.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Workplace / Physical Requirements