FLS Junior Support Technician - Head Office - Rustenburg at Schauenburg Systems

• Providing comprehensive technical services for the efficient and safe operation of electronic technology for health, safety, and productivity in the mining sector.

MINIMUM REQUIREMENTS
EDUCATION

• Matric Certificate
• CompTIA A+ Certificate (Or Equivalent Cert.)
• CompTIA Linux+ (Or Equivalent Cert.)
• Microsoft 365 Fundamentals Certificate or Relevant Experience

EXPERIENCE

• 1-2 years of hands-on experience in supporting and maintaining computer software and hardware, with a strong understanding of troubleshooting and resolving technical issues.
• 1-2 years of experience working with and supporting Linux-based operating systems, including system administration, configuration, and performance optimization.
• Solid understanding of Containerized Systems and relevant platforms and technologies, such as Kubernetes, Longhorn, OpenSearch, Kafka, and similar tools.
• Experience in deploying, managing, and troubleshooting containerized applications is highly preferred.
• Schauenburg Systems is dedicated to providing equal employment opportunities. We strongly encourage EE candidates and individuals with disabilities to submit their applications.

RESPONSIBILITIES

I.T Technical

• Installing and configuring IT hardware and software components to ensure optimal functionality.
• Troubleshooting and resolving hardware and software issues.
• Conducting tests and evaluations of new software and hardware to ensure compatibility and performance.
• Performing regular maintenance and backup operations to ensure system reliability and data protection

I.T Support

• Provide first-line software support to both external and internal customers for Schauenburg Systems application software.
• Handle software support requests via web interface, email, or mobile, ensuring prompt, courteous, and knowledgeable responses.
• Ensure all support tickets are updated with relevant information and notes in a professional, comprehensive, and timely manner.
• Respond to customer requests for assistance in accordance with service level agreements, aiming to meet or exceed expectations for initial contact and resolution.
• Effectively balance and prioritize new support cases while continuing to address existing open cases assigned to you.
• Demonstrate professionalism and respect for customers, vendors, and colleagues, fostering a responsible and courteous work environment.
• Collaborate with team members across communication platforms to share knowledge, request assistance, and contribute to improving our service delivery.
• Perform quality assurance checks for application changes, software fixes, and updates, in line with company policies.
• Maintain clean and organized work practices according to company guidelines.
• Perform any other reasonable duties as assigned by your direct supervisor or manager.

Communication and Escalation

• Maintaining high levels of customer satisfaction and retention through proactive communication, management of client activity, and using good judgement in determining when to collaborate with a co-worker and when to escalate a case.
• Provide constructive feedback on a regular basis to technical coordinators and site Supervisors.
• Provides support to higher level support technicians, supervisors and management on assignments and works in other departments and/or miscellaneous assignments as instructed.
• Liaise with other technical employees, and customers on the site to support in ensuring quality and safety of work and that contractual obligations are met.
• Keep supervisor updated of all unresolved and/or potential problems that would negatively affect the customer or company.

Health and Safety

• Always adhere to all customer safety regulations.
• Adhere to specific risk assessments before commencing daily tasks.
• Ensure medical and inductions are valid.

Competencies (Skills, Knowledge, Attributes) Required:

• Experience in computer hardware/software maintenance and support.
• Company Product Knowledge
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Proficient with Microsoft Office 365.
• Attention to detail.
• Good problem-solving skills.