Job Description

We are looking for a Support Technician who must have a valid driver’s license and own reliable vehicle as the incumbent will be required to travel daily to various customer sites in and around the Kokstad area. The incumbent will attend to calls logged by the customers to repair and maintain their desktop and POS equipment.  This role requires a self-starter to deliver the desired customer service experience. To drive service success that improves customer satisfaction, maximises customer retention and increase profitability. Adhere to specific Service Level Agreement. In short, managing all on site installations, repair, maintenance and test tasks. Diagnosing errors or technical problems and determining proper solutions.

Applicants must reside in the Kokstad or nearby areas.

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 Desktop and Point of Sale equipment
•  Work standby and overtime as contractually agreed with customers

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications & Skills req:

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

Years of Experience

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