Support Technician at Altron Managed Solutions

Job Description

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.

• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.

• Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).
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.

Job Requirements:
Qualifications & Experience:

• Matric or other equivalent qualification preferable

• A + and N + Qualification
Knowledge

• 2 years’ experience in maintaining equipment in an IT environment
• 1- 2 years 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

• Fault-finding techniques

• MS Office
Attitude/ Behaviour:

• Communication • Perseverance

• Attention to detail

• Dedication to Customers

• Flexibility

• Self-Development

• Integrity

• Problem Analysis

• Output orientated

Education

National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required), National Diploma: Information Technology (Required)