Tech Officer: Customer Engineer (FS) x1
Job Overview
- Position: Tech Officer: Customer Engineer (FS)
- Company: BCX
- Business Unit: Cloud Platform Solutions
- Department: Field Services
- Job Grade: OP1
- Location: Bloemfontein
This role focuses on technical field support, hardware maintenance, installations, troubleshooting, SLA management, and onsite customer support within retail IT infrastructure environments.
Job Description
The Customer Engineer is responsible for providing technical support for hardware and IT infrastructure deployed at client retail stores. The role includes incident management, installations, maintenance, troubleshooting, and mentoring junior technicians.
This position is more senior and hands-on than a junior customer engineer role, with increased responsibility for first-time fixes, project rollouts, and technical guidance.
Key Responsibilities
Technical Support and Incident Resolution
- Respond to Severity Level 1 incidents promptly.
- Diagnose and resolve hardware and infrastructure issues onsite.
- Aim for first-time resolution without return visits.
- Provide first-line and onsite technical support.
Installations and Project Rollouts
- Participate in first-time installations and rollout projects.
- Install and remove hardware and software.
- Ensure installations comply with company standards and procedures.
- Advise on installation-related technical issues.
Technical Leadership and Support
- Assist and guide junior technicians during incidents and installations.
- Provide training and technical advice to junior staff.
- Support troubleshooting escalation processes.
SLA and Maintenance Management
- Drive SLA compliance on all support incidents.
- Perform preventative maintenance.
- Ensure effective execution of maintenance activities.
Minimum Requirements
Applicants should have:
- NQF Level 4 / Grade 12 qualification.
- At least 2 years’ technical support experience.
Preferred Certifications
The following certifications are advantageous:
- CompTIA A+
- Linux certifications such as:
- CompTIA Linux+
- LPIC
Required Skills
Technical Skills
- Hardware support and maintenance
- IT infrastructure troubleshooting
- Software and hardware installations
- Technical diagnostics
- SLA management
- Retail IT support
- Preventative maintenance
- Customer support
Personal Skills
- Customer focus
- Problem-solving ability
- Team collaboration
- Ability to follow procedures
- Technical consulting skills
- Communication skills
- Ability to work independently
Work Environment and Conditions
The role requires:
- Local travel to client sites
- A valid driver’s licence
- A reliable vehicle
- Ability to work long or extended hours when necessary
- Client-facing onsite support work
About the Employer
BCX Official Website is one of South Africa’s leading ICT companies, providing cloud, infrastructure, networking, and managed technology solutions to businesses across various industries.
Strong CV Areas for This Role
To improve your application, highlight:
- Hardware installation and support experience
- Retail IT environment exposure
- Incident resolution and troubleshooting
- SLA-driven support work
- Field service experience
- Linux or Windows support
- Customer-facing technical support
- Technical mentoring or team support
- Certifications such as CompTIA A+ or Linux+