Implementation Engineer responsible for implementing Risk & Fraud Management Software Solutions. Collaborate with clients to ensure successful delivery and adherence to quality metrics.
About the role
- Technical Officer providing assistance and maintenance for computer systems and AV equipment at BCXP. Managing services on Office 365 and liaising with external resources for incident resolution.
Responsibilities
- 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
- 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.
Requirements
- NQF 4: Grade 12 National Diploma
- 2 years’ experience in IT end user support with an understanding of SLA call management on different service desks
- A+ N+ Certification in ITIL Service Management and Service Delivery modules
- ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
- HP, Dell, Lenovo, Mustek products will be advantageous
Benefits
- Hybrid Remote Worker
- Drivers Licence and Reliable Vehicle required
- Willing to travel
- Willingness to assist Ad hoc
- Willingness to be on standby
- Working Shifts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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