Job Description

KEY RESPONSIBILITIES:  

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First-time-fix rate and recall rate under the stipulated requirements
• Maintain customer relationship
• Be pro-active on the calls allocated
• Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)
• Maintain and manage sufficient boot stock
• Complete administration within time frames as per policies
• Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
• Technical support, maintenance, trouble shooting on Dell equipment

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric qualification
• A+ N+ Qualification
• Mechanical Skills
• Electronic Skills
• Soldering Skills
• Faulting Find techniques

Years of Experience

• 2 years of experience in maintaining equipment in an IT environment
• 1 Years experience working on desktop equipment

Other requirements

• Good communication (verbal and written) skills and interaction skills
• High level of attention to detail
• Dedication to Customers both internally and externally
• Must be flexible to take on additional tasks
• Problem analysis
• Perseverance
• Self-Development