Tech Officer: Technical Support x1
Job Overview
- Position: Tech Officer: Technical Support
- Company: BCX
- Business Unit: CPS
- Department: Field Services
- Location: Bloemfontein
- Reports To: Ops Manager: Onsite Operations
This role focuses on first-line technical support, remote troubleshooting, incident management, hardware and software support, and client service delivery.
Job Description
The Tech Officer: Technical Support is responsible for providing technical and application support to users at client sites. The role includes diagnosing and resolving hardware, software, and service-related issues while ensuring compliance with service level agreements (SLAs).
This role is suited to someone with strong troubleshooting abilities, customer service skills, and experience supporting IT infrastructure within retail or client-based environments.
Key Responsibilities
Technical Support and Troubleshooting
- Provide first-line and remote technical support to clients.
- Diagnose and troubleshoot:
- Hardware issues
- Software issues
- Service-related incidents
- Use approved remote support tools and troubleshooting methods.
Incident and Call Management
- Log and manage incidents within the call management system.
- Monitor, update, allocate, and close calls according to SLA requirements.
- Track outstanding incidents and follow up on resolutions.
- Escalate incidents proactively when necessary.
Coordination and Communication
- Liaise with:
- Field engineers
- Vendors
- Internal stakeholders
- Coordinate service delivery and technical resolutions.
- Ensure ongoing communication with clients regarding incidents.
Configuration and Reporting
- Maintain accurate configuration management records.
- Ensure incident details and service activities are properly documented.
- Support operational reporting and service improvement initiatives.
Compliance and Service Delivery
- Follow operational procedures and quality standards.
- Ensure customer expectations and service targets are met.
Minimum Requirements
Applicants should have:
- NQF Level 4 / Grade 12 qualification.
- Minimum 2 years’ experience:
- Supporting hardware solutions
- Installing IT hardware
- Working within retail environments
Preferred Certifications
The following certifications are advantageous:
- Microsoft Certified Systems Administrator (MCSA)
- Microsoft Certified Systems Engineer (MCSE)
- Linux certifications such as:
- Linux LPIC 1 or 2
- Certified Linux Administrator
- CompTIA Linux+
Required Skills
Technical Skills
- IT technical support
- Hardware and software troubleshooting
- Remote support
- Incident management
- SLA management
- Configuration management
- Retail IT support
- Technical diagnostics
Personal Skills
- Customer service orientation
- Problem-solving ability
- Team collaboration
- Attention to detail
- Communication skills
- Ability to follow procedures
- Time management
- Ability to work under pressure
Work Environment and Conditions
The role requires:
- A valid driver’s licence.
- A reliable vehicle.
- Ability to work long or extended hours when required.
- Full-time client-based work.
- Revenue-generating and billable support activities.
About the Employer
BCX Official Website is one of South Africa’s major ICT service providers, delivering technology, cloud, infrastructure, and managed support solutions to businesses nationwide.
Strong CV Areas for This Role
To improve your application, highlight:
- Technical support experience
- Hardware and software troubleshooting
- Remote support tools
- Incident and ticket management systems
- SLA-driven support environments
- Retail IT support exposure
- Customer service experience
- Windows and Linux support knowledge
- Certifications such as MCSA, MCSE, Linux+, or LPIC
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