Core Description


Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.  


Key Deliverables / Primary Functions


Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB) 
Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis 
Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements  
Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.  In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.  
Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards  
Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy. 
Diligently drive SLA


Core Functional Skills & Capabilities


ICT Knowledge
Technology Consulting
Problem solving
Customer Service
Teamwork


Core Behavioural Competencies


Working with people
Following instructions & procedures
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Achieving personal work goals & objectives
Culture Match
Job Match


Minimum Qualifications


NQF 4: Grade 12 National Diploma


Additional Education -Preferred /Advantage

Experience


Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment