DocuCare Operator: Fixed Contract - Pretoria at Altron Managed Solutions

Job Description

JOB PURPOSE

Adding an onsite print service to the site. This position involves loading of paper, checking equipment and performing a maintenance function at the customer site. First level support. Faults that the incumbent is not capable of resolving will then be escalated in accordance with the defined channels.

The objective is to prevent unnecessary incidents from being escalated by the Customer and assigned to field Technicians by pro-actively fulfilling maintenance on each device as per device maintenance procedure.

This includes all reasonable and practicable tasks required by the Site Manager; Customers and Service Providers

Based at Adams and Adams Lynwood Pretoria

KEY RESPONSIBILITIES:

• To provide prompt Customer Service as part of an on-site technical support Team.
• Check all printing devices daily and perform first-level maintenance according to the defined device maintenance procedure such cleaning of the device, replacement of consumables and paper, polishing of the glass plates, cleaning of all rollers, etc.
• Investigate problematic device faults identified during the daily maintenance procedure and resolve
• where the resolution falls within the incumbent’s capabilities and responsibilities.
• Escalate all device faults that the incumbent is not capable of resolving in accordance with the defined channels and service levels.
• Monitor consumable levels and ensure that toners are replaced timeously where replacement levels have been reached.
• Ensure orders are placed timeously where minimum order levels have been reached related to consumables and paper.
• Liaise with the responsible Site Manager and advise of all trends concerning device availability and utilisation, consumable utilisation, and new user requirements that may have become apparent.
• Following and adhering to Processes and Procedures
• To guide and assist Customers with training that falls within the incumbent’s capabilities and responsibilities.
• Ensure highest level of Customer satisfaction 
• To maintain knowledge of relevant products maintenance procedures
• Form part of a culture aligned to Altron’s strategy with regards to purpose; vision; values and goal.

Educational Qualifications:

• Matric

Years of Experience

• 0 - 2 years

Other requirements

• PC literate
• Hardware skills
• Ability to interface with all levels of technical support and end user personnel
• Customer service, attention to detail & quality (Behavioural Skills)
• In some locations, specific language requirements are essential
• Relevant Industry/Domain knowledge
• Presentation and dress code to be in line with customer requirements

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

• English