Job Title: Services Technician
Location: Kwa-Zulu, South Africa
Technical Support:
· Respond to phone/e-mail inquiries within 24 hours of receipt
· Provide day-to-day technical support for all the client and third-party products
· Assist with setting up lab environments per customer / tender specifications
· Provide basic training on core applications
· Install, configure and troubleshoot the MS operating systems and products installed on those systems
· Update incident entries with clear informative written English, without jargon or the use of acronyms
· Interface when necessary with Infrastructure Engineering to obtain any assistance required
Test Systems:
· Deploy test all new software received from Engineering & interface to developers with the purpose of ensuring continuing service and fault finding and product design & the ability to perform SQL Integration
· Interface to suppliers with the purpose of ensuring continuing service and fault finding
· Assist with setting up lab environments per customer / tender specifications
· Assist with testing and documenting customer specific installation procedures
· Assist with setting up customer environments for training purposes
· Maintain effective deployment testing strategy
· Maintain existing customer environments in the lab, making sure they are available when required for support or training purposes
Reporting:
· Provide monthly reports on customer activity
· Log all times correctly and efficiently
· Feedback new customer requirements through to correct channels
· Create scripts and electronic reports (Web & Application) for the company database systems
Corporate Contribution:
· Constructively participate as a member of the wider team
· Undertake any other tasks or one-off projects which may be assigned from time to time
· Ensure protection of the company’s commercial interests always and in all circumstances
· Take all practicable steps to ensure personal safety and the safety of others as a matter of priority
· Demonstrate professional skill and a high standard of fairness and integrity
Qualifications and experience:
· Matric
· Diploma or Degree in Computer Systems Engineering, Information technology, Systems Support or related qualification
· CompTIA A+ (PC Technician), CompTIA N+ (Network) or MCSA (Microsoft Certified Solutions Associate)
· At least 2 years’ experience in a call centre / help desk environment, systems and application support
· Experience with service level agreements and maintenance
· Experience in networking and telecoms covering Microsoft applications
· Experience with database platforms, GSM and radio networking
· Experience in the utilities or electrical industry is advantageous
The following indicates what would typically be expected for this role at a competent level:
· Knowledge of prepayment metering products
· Knowledge of Microsoft SQL Server, Desktop and server applications
· Knowledge of computer hardware and peripherals and basic networking (LAN, VPN)
· SQL report writing skills
· Excellent written and verbal communication skills – especially writing professional reports
· Strong telephonic and email etiquette
· Information technology system support skills
· Excellent Microsoft Office skills
· Negotiation and networking skills
· Professional approach
· Commitment to customer service
· High level of integrity and confidentiality
· Able to work under pressure
· Highly self-motivated
To Apply:
