Summary Position: IT Support Technician Level: Intermediate Level Position Type: Contract Position - 12 Months Location: Sandton, Johannesburg, South Africa Start Date: ...
Technical Responsibilities
Client Service Delivery
- Check and manage warranty, guarantee & repair claims
- Contact clients who have logged tickets and update managers accordingly
- Client expectation management
- Meeting Service Levels
- Troubleshoot to diagnose client issues telephonically or off-site where required
- Contacting client to find out if they are happy before closing logged tickets
- Quality Check (before and after)
- Check equipment related:
- Aesthetics
- Specifications
- Hardware functionality
- Software functionality
- Serial numbers
Equipment Assessment Administration
- Faulty unit returns assessment and reporting
- Assessment of damaged equipment to determine warranty status
- Assess and quote on repairs required by clients
- Update technical details in ticket system
- Request replacement unit if preparing unit yourself
- QC equipment and prepare paperwork to deliver replacement unit to client
- Make appointment with client to resolve queries that require onsite attention
- Request appointment for delivery and collection of replacement and faulty units respectively
- Prepare monthly support report
- Respond to all client e-mails
Accountability
- Meeting Targets (weekly & monthly)
- Excellent Communication & Working Relationships
- Report to Head of Business Unit (IT Operations)
- Education:- High School/ Matric Certificate
- Qualifications:- Diploma/Degree
- Professional Qualifications: - A+ and N+(REQUIRED)
- Years of Experience: - At least 5 years’ experience in a related IT Department/ IT Support or Quality Control Environment
Knowledge & Skills
- Hardware knowledge across various OEM brands laptop/PC/tablet devices
- Apple MAC OS knowledge
- Software knowledge on Windows Vista, XP, 7, 8/8.1 and 10.
- MS Office
- Setting up drivers, installing and configuring OS
- Good Business Acumen
- Assertiveness
- Attention to detail
- Work well under pressure
- Good coordination and time management skills
- Professionalism
- Customer relationship management
- Team player
Competencies
- Delivering Results: Meticulous & Reliable – Meeting weekly and monthly targets
- Delivering Results: Striving – Pursuing Goals, Meeting weekly and monthly targets, attending all meetings
- Delivering Results: Organised – Delivering on tasks, Meeting weekly and monthly targets, attending all meetings
- Solving Problems: Factual –Timely updating & documenting work
- Solving Problems: Rational – Interpreting Data, reporting to manager timely & providing solutions where required
- Solving Problems: Analytical – Examining Information, reporting to manager timely & providing solutions where required
- Adapting Approaches: Change Orientated – Embracing Change and assisting clients/users with change implementation
- Learned Competencies, Continuous learning, benchmarking & technical skills improvement
- Product/Service Knowledge
- Service delivery Focus
Other Considerations
- Be the change agent and assist clients with changes
- Develop & Grow continuously
- Integrity, Values & Trust
- Logical and critical thinker
- Focus on client service delivery & general excellence
- Work well under pressure
- Professional and polite at all times
- Work Remotely - Only if required to
