Business unit, Department, Reporting

Core Description

To provide technical support for incidents arising from the hardware deployed in the stores.

Key Deliverables / Primary Functions

• For Maintenance resources, timeously attend to Severity Level 1 type incidents and ensure resolution ‘first time’ without ‘return trips’. For Installation resources, actively be involved in all ‘first-time’ installations and project rollouts; thus being able to both advise with regards issues, as well provide training and support for junior resources.
• Provide support both at a first line level as well onsite with the client, diagnosing and resolving incidents for the IT Infrastructure deployed or to be installed in the stores for the various contracted clients.
• Provide technical support to junior technicians that may encounter difficulties onsite when attending to incidents and/or installations.
• Successfully perform, and be able to advise, on the full range of defined tasks associated with operating and controlling of installed hardware and software.
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards.
• Diligently drive SLA on all maintenance and non-maintenance incidents, as well preventative maintenance

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

2 years’ experience

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Level of Engagement : Internal and external clients

Special Requirements / Employment Condition

Workplace / Physical Requirements