Field Support Technician (Midrand) at Mustek Limited

Job Purpose:

• The technician (field support) will be responsible for the off-site support function through the testing, diagnosis and repair of notebooks, PC's, Notebooks & Printers.

Responsibilities:

Technician Service

• Diagnose and repair all technical faults of Notebooks, PC's & Printers
• Follow the correct test process for all brands.
• Ensuring that all communication with our customers is of the expected quality
• Completing all assigned tasks within the required time frame (SLA)
• Enhancing customer experience and relationships
• Keep the CMDB system up to date at all times.

Customer Service

• Help maintain the rework rate for the department below 2% (rework report) within a 30day period between barcodes
• Maintain service levels at 90% (SLA Report)
• Complete at least additional 5 workshop repairs per week depending on the field work schedule.

Stock

• Manage Stock Rand value and have a 0% shrinkage basis and have no stock outstanding for more than 14 calendar days

General

• Ad hoc tasks as required

Qualification and Experience:

• Matric
• CompTIA A+, N+ and S+ preferred
• Valid driver’s license
• Min of 3-year technical experience in notebooks, PC repairs & Printers

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Knowledge of operating system software (i.e., Windows 10).
• Knowledge of relevant technologies hardware
• Basic computer literacy especially in Microsoft applications skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis