Jacobs - Computer Technician - Randburg, GP, South Africa

Nick Jacobs

Randburg, GP, South Africa


I am an experience Principle Customer Support Engineer. I am a result driven and completion oriented person who is dedicated and hard working. I have extensive experience in a multitude of IT positions throughout my career in the past 13 years. I am highly customer focused with great interpersonal skills and a lot of experience in bilingual and multi-cultured multi-national corporate organizations. I am dedicated to perform to the best of my ability and work well with others in a team, but function equally well unmanaged and unsupervised with a very strong will to accomplish in whatever I endeavor.

● Desktop Support ● Audio/Visual Support ● Blackberry Support ● Executive Layer Support ● Stakeholder Management ● SLA Management ● Event Planning ● Managing 3rd party Vendors ● Scope and Design work ● Team Management ● Managing Customer Expectation ●


Computer Technician

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Own Business Venture

Own Business Venture

January 2011 - January 2011

Financial services venture

Principle Customer Engineer

BHP Billiton

September 2010 - January 2011

As the Principle Customer Engineer at BHP Billiton, I assisted with remotely troubleshooting and fixing hardware and software related issues.

It involved call management as a single point of contact in a 2ND line help desk function on a call resolution basis for BECSA Collaborative Service Centre.

Principle Customer Engineer

AngloGold Ashanti

September 2007 - September 2010

As the Principle Customer Engineer at AngloGold Ashanti, I was responsible for managing the IT service as well as customer satisfaction and perceptions that included, but was not limited to supporting the Executive staff, Board members, Vice Presidents, Directors and their families of AngloGold Ashanti on a spectrum of hardware, software and network related support queries to help identify any forming trend. This also included a 24/7 standby service for Home, Office and Hotel support with the same strict business as usual SLA’s.

Asset and resource management and scheduling as well as Tele- and Video-conference facilitation both at AngloGold Ashanti’s offices and external venues for local and global events formed part of my daily responsibilities.

Senior Customer Engineer

AngloGold Ashanti

March 2002 - September 2007

As the Senior Customer Engineer at AngloGold Ashanti, I was responsible for troubleshooting and fixing any hardware, software and network related incidents. I was the backup engineer for the executive support team and assisted with call overflow or as a stand-in when one of the primary executive support engineers was unavailable or on leave, which meant managing customer expectations and making sure that the relevant SLA was adhered to.
Initiated and Managed - Desktop imaging project using Microsoft SMS 2003 Operating System deployment (OSD) to increase productivity and minimize cost.

As assistant Server Support Engineer during this time, I assisted alleviating high call volume and installing Server 2000 and 2003 on new server installations. This included using Active Directory and Exchange 2003 on a daily basis to assist with user account creations, mail releases and unlocking user accounts while complying with SOX and ITIL framework processes including change control and problem management, whilst keeping the configuration management database (CMDB - containing all assets) up to date.

Customer Engineer


March 2000 - March 2002

As the Customer Engineer at Nedbank, I was responsible for all branch calls (hardware, software and network related) for Nedbank, Permanent-, Peoples-, Standard-, Saambou- and Imperial Bank on desktops, laptops, printers, and personal banking accessories.

In addition to this I installed campus support software and parts that the local LAN administrators could not resolve.

Customer Engineer

Nedbank Y2K Center

January 1999 - March 2000

As the Customer Engineer (Projects) at Nedbank’s Y2k test Centre, I was responsible for loading and setting up banking software platforms (16 + 32 bit) on desktop and laptop pc’s for testing purposes.

I was responsible for managing and servicing parts for 100 desktop and laptop machines as well as ATM teller- and SST machine, whilst connected to a Cash Assist Unit (CAU). This included maintaining software servers and modem cabinets with expander for BPS and ATM machines.


National Data Systems

June 1997 - January 1999

As a Student between 1997 to 1999, I repaired answer slip- and journal printers on a component level repair basis. I handled the administration for repairs done and controlled the booking of in and outgoing parts on stock control system.

In addition I was responsible for logging and despatching calls to field technicians.

Qualifications & Certifications

Ultimate Forex Profits

Knowledge to Action





SAP01 - Overview


Windows 7




ITIL Foundation

Pink Elephant

Account Service Management

Business Connexion

DELL Notebook Training

Torque IT

DELL Optiplex Training

Torque IT

Xerox Printer Training


NEC 860 Training


Customer Relations Management

National Data Systems

HP Printer Repairs

Part Serv

Windows 2000

National Data Systems


National Data Systems


National Data Systems

HTS Carel De Wet - Matric (N3)

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