Support Technician - Krugersdorp at Altron Bytes Systems Integration

JOB PURPOSE

This role requires a self-starter to deliver the desired customer service experience. To drive service success that improves customer satisfaction, maximises customer retention and increase profitability. Adhere to specific Service Level Agreement. In short, managing all on site installations, repair, maintenance and test tasks. Diagnosing errors or technical problems and determining proper solutions. Applicant must have a valid drivers license and need to have a Road worthy vehicle. Support Technician will be working on ATM's and must have good knowledge on installations and repairs and fault finding. This will be subject to clear Credit and Criminal Record

KEY RESPONSIBILITIES:

• 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
• Be pro-active on the calls allocated
• Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)
• Maintain and manage sufficient boot stock
• Complete administration within time frames as per policies
• Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
• Technical support, maintenance, trouble shooting on Dell equipment

QUALIFICATIONS;SKILLS & REQUIRED WORK EXPERIENCE:

• Must have a Matric qualification
• A+ N+ Qualification
• Certifications will be advantageous
• Mechanical Skills
• Electronic Skills
• Soldering Skills
• Faulting Find techniques
• +2 years of experience in maintaining equipment in an IT environment
• Working on ATM Modules would be advantageous
• Good communication (verbal and written) skills and interaction skills

BEHAVIOURAL COMPETENCIES

• Meticulous
• Customer Centric
• Flexible worker
• Problem Solver
• Perseverant
• Self-Development

Education

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