Tech Officer – Customer Engineer (Digital Workplace Management)

About the role

The Tech Officer – Customer Engineer will provide technical assistance and maintenance for computer systems, audio‑visual equipment and related services across the Digital Workplace Management (DWM) unit. The role focuses on minimizing downtime, ensuring client satisfaction and managing services such as Office 365, Mimecast and backup solutions.

Key responsibilities

• Implement preventative and proactive maintenance, deploying monitoring tools for devices, CPU, disk space and memory.
• Provide first‑ and second‑level support for end‑user devices, applications and audio‑visual equipment, including remote troubleshooting.
• Manage incidents and service requests, following the escalation matrix, performing root‑cause analysis and keeping customers informed.
• Liaise with internal personnel, VIPs and third‑party vendors to resolve incidents and ensure service continuity.

Required profile

• Minimum NQF 4 (Grade 12) National Diploma; NQF 6 (3‑year degree or diploma) in Information Technology is an advantage.
• At least 2 years of IT end‑user support experience with SLA call management.
• Relevant certifications such as A+, N+, ITIL Service Management, and networking certifications (e.g., CCNA/E, MCSA/E) are preferred.
• Strong problem‑solving, customer orientation and ability to work under pressure.

Required skills

• Hardware and software installation and management.
• Administration of Office 365, Mimecast and backup solutions.
• Use of monitoring and remote management tools for device health and troubleshooting.
• Audio‑visual equipment support and configuration.
• Root‑cause analysis and incident resolution across multiple systems.