Customer Service Engineer I (iOCO0085)

We are seeking a skilled and customer-focused Customer Service Engineer to join our team. The successful candidate will be responsible for providing high-quality technical support, troubleshooting, maintenance, and service to customers, ensuring that technical issues are resolved efficiently and that customers receive a consistently high standard of service.

What you'll do:

• Rapid Incident Response: Provide immediate onsite support to diagnose and resolve technical issues, minimizing downtime and disruption to business operations.
• Security & Compliance Support: Perform proactive monitoring, maintenance, and security checks to reduce the risk of cybersecurity incidents, data loss, and compliance gaps.
• IT/OT Collaboration: Facilitate close collaboration between IT, OT, and operational teams to ensure effective integration, coordination, and resolution of technical issues.
• Business-Specific Technical Support: Provide tailored technical solutions aligned to the organisation’s unique operational requirements and evolving technology environment.
• Cost Management: Reduce reliance on external contractors and emergency call-outs by providing dedicated onsite technical expertise, helping to control support costs.
• Technical Knowledge Retention: Develop and maintain an in-depth understanding of the organisation’s environment, systems, processes, and operational requirements.
• Proactive Maintenance: Conduct scheduled maintenance, health checks, inspections, and preventative activities to identify and address potential issues before they result in service disruption.
• Operational Continuity: Support the availability and reliability of critical IT and OT systems, helping ensure business operations continue with minimal interruption.

Your Expertise:

• 2-5 years of experience in IT and/or OT support roles
• Experience working in an industrial or manufacturing environment

Qualifications:

• Certifications
  • CompTIA A+, Network+, or Security+
  • Cisco CCNA or CCNP
  • ITIL Foundation certification
  • Microsoft Azure Certification (AZ900, AZ104)
  • Industrial automation certifications
• Qualification Essential Competency
  • Associate's or Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field
  • Relevant certifications or training in IT and OT technologies may be considered equivalent to formal education

Technical Skills:

• Knowledge of manufacturing systems, processes, and equipment
• Experience with OT protocols and devices (e.g., HMIs, sensors)
• Familiarity with industrial network architectures (e.g., Ethernet, Wi-Fi)
• Strong administrative and housekeeping skills in Active Directory and Azure EntraID
• Knowledge in SCCM and SCOM
• Some Experience in SQL maintenance / troubleshooting
• Hand-on End User device management, troubleshooting and repairs
• Knowledge in Access Control, Printers, Collaboration, Handheld devices and Mobile Devices
• Proficiency in operating systems (Windows, Linux, etc.)
• Knowledge of network protocols, devices, and architectures
• Experience with industrial control systems (ICS), supervisory control and data acquisition (SCADA) systems, and programmable logic controllers (PLCs)
• Familiarity with cybersecurity principles and practices
• Understanding of data backup and recovery procedures
• Experience with IT service management frameworks (ITIL) and Service Now

Soft Skills

• Excellent problem-solving and analytical skills
• Strong communication and collaboration skills
• Ability to work independently and as part of a team
• Effective time management and prioritization skills
• Customer-focused approach

Other information applicable to the opportunity:

• Contract position
• Location: Johannesburg
• Work environment: Based onsite at the SAB Alrode Brewery, Office, production and warehouse environments, required to comply with SAB health, safety and security policies, including PPE requirements where applicable, Interaction with operational, production and business users across multiple departments.
• Physical Demands: Ability to lift and carry IT equipment (up to approximately 20 kg), Frequent walking across the brewery site, Occasional bending, kneeling and working under desks or in server rooms, Ability to stand for extended periods during deployments, Manual installation of desktop, network and peripheral equipment, Ability to travel between buildings on the site when required.
• Travel: Own Vehicle Essential – Travel required between other sites

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.