Support Technician : Colesburg at Altron Managed Solutions

About the job

MAIN PURPOSE:

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency

KEY RESPONSIBILITIES:

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

QUALIFICATIONS AND EXPERIENCE:

• Matric or other equivalent qualification preferable
• A + and N + Qualification
• Mechatronic diploma or equivalent preferable
• Mechanical, Electrical or Electronic engineering diploma or equivalent
• CCNA
• 2 years’ experience in maintaining equipment in an IT environment
• 2 years POS/Electro-Mechanical Skills/Person who was in a Technical High School experience will be an advantage
• NB: Must have a valid driver's license and own reliable car
• Must reside in Colesberg OR stay within a 50km radius from Colesberg

SKILLS:

• Computer literate in relevant operating system
• Mechanical skills
• Electronic skills
• Soldering skills
• Fault-finding techniques
• MS Office