IT Field Technician at Bytes Managed Solutions

Job description

MAIN JOB PURPOSE

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
• Customer Relationship Management
• 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.
• Internal Processes
• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Maintain and manage sufficient boot stock.
• Complete administration within time frames as per policies.
• Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).
• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
• Human Capital
• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.

Qualifications

Experience

• Matric or other equivalent qualification preferable
• A + and N + Qualification

Knowledge

• 2 years’ experience in maintaining equipment in an IT environment
• 2 - 3 years ATM/POS/Electro-Mechanical Skills/Person which was in a Technical High School experience will be an advantage

Skills

• Computer literate in relevant operating system
• Mechanical skills
• Electronic skills
• Soldering skills
• Faultfinding techniques
• MS Office
• Attitude/ Behaviour
• Communication
• Perseverance
• Attention to detail
• Dedication to Customers
• Flexibility
• Self-Development
• Integrity
• Problem Analysis
• Output orientated