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Support Technician

Job Purpose

Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely with accuracy and efficiency.

Customer Relationship Management

  • Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time
  • First time fix rate and recall rate under the stipulated
  • Maintain customer relationships.

Internal Processes

  • Be productive based on the calls allocated.
  • Ensure compliance with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
  • Complete administration within time frames as per
  • Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to
  • Technical support, maintenance, trouble shooting in an end user computing

Human Capital

Ensure that all policies and procedures are followed according to the company requirement

Job Requirements:

Technical Qualifications, Skills and Experience
  • A + and N or Relevant IT
  • Candidates MUST have a smartphone AND car with valid driver’s licence
  • Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely.
  • Strong knowledge in troubleshooting and configuring of Windows 10 operating system and office 365 applications.
  • Network and Peripheral
  • Strong Soft Skills (Email and Telephonic).
  • Remote connection tool
  • Exposure to a call management
  • Managing incidents and requests within SLA.
  • Handling customer escalation and
  • Must have experience in a corporate
  • Exposure in the banking sector will be an advantage

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