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Job Information
Job title
Service Support Consultants x2
Job grade
Location / Operation
Blue Label Distribution - Johannesburg Gauteng South Africa
Blue Label Distribution - Sandton
Job reports to
Service Delivery Manager
Job Purpose

Responsible to provide first tier technical support to customers. To support business units and customers by providing technical assistance that will enhance the user experience and thus allowing for the business to deliver better service to the customer


Technical Support

  • Troubleshoot and resolve technical problems, documenting ticket actions and resolutions.
  • Classify, escalate and coordinate problem resolution.
  • Communicate with users, working to ensure rapid resolution and offering training.
  • Review existing services and infrastructure, making technology recommendations.
  • Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
  • Work independently to troubleshoot all support requests and follow escalation policies
  • Participate in testing, documentation and implementation of assigned projects
  • Responsible for tracking hardware inventory per division policies
  • Responsible for ensuring all company stipulated software and tools are correctly installed and maintained with the correct versions and patches applied
  • Support tactical and strategic goals of the Enterprise Support team
  • Provide training and mentoring for desktop support team members, including escalated support requests
  • Prepare and conduct client training as requested

Customer Services

  • Establish and maintain a positive professional relationship with users
  • Maintain regular and timely communications with customers
  • Maintain strong working relationship with customers and team
  • Work with customers to execute consistent service procedures throughout the enterprise
  • Establish a single point of contact for issue resolution and change management
  • Drive customer centricity

Work collaboratively

  • Build a culture of respect and understanding across the organisation
  • Recognise outcomes which resulted from effective collaboration between teams
  • Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
  • Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions


  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
  • Demonstrate consistent application of internal procedures
  • Plan and prioritise, demonstrating abilities to manage competing demands
  • Demonstrate abilities to anticipate and manage change
  • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Requirements of the Job
  • Minimum 3+ years of related experience
Minimum qualifications
  • Matric
  • Tertiary qualification in Information Technology preferred
Behavioural attributes


  • Energy       
  • Passion     
  • Respect for others.
  • Honest and Fair
  • Creativity   
  • Entrepreneurial Orientation
  • Positive Attitude     
  • Courage     
  • Tenacity     
  • Achieves Results    


  • Have fun and find purpose
  • Demonstrate honesty and integrity
  • Strive for Customer Centricity
  • Innovate boldly
  • Be both agile and entrepreneurial
  • Build relationships and trust
  • Develop our people for long-term success
  • Be an agent of change
  • Collaborative


  • Evaluating problems
  • Investigate Issues
  • Creating innovation
  • Building Relationships
  • Communicating Information
  • Providing Leadership
  • Showing Resilience
  • Adjusting to change
  • Giving Support
  • Processing Details
  • Structuring Tasks
  • Driving success
Closing date for applications
Saturday, 27 July 2019

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