Technical Support (Access and Beyond) at G4S

Main Responsibilities

Effective and accurate Software System Support

• Perform first and second line support to all software / system related queries.
• Escalate third line queries and compile a detailed fault analysis report.
• Monitor and oversee response and resolution to the client on escalated queries.

Effective and accurate Hardware System Support.

• Perform first and second line support to all hardware / system related queries.
• Escalate third line queries and compile a detailed fault analysis report.
• Monitor and oversee response and resolution to the client on escalated queries.
• Perform technical sales support to sales staff
• Perform site inspections and complete product specifications and system design based on this

Evaluating and testing of equipment returned for repair/replacement

• All returned items to be inspected and if necessary tested before sent to the supplier for further action.
• Full reporting on status of all repaired items in the system
• Cost reporting on all items

Update Documentation and distribution of product notifications

• Product Specification
• Product Write-Up
• Product Manual
• Product User Manual
• New products

Review and awareness of business development opportunities

New business development

• Identifying new business opportunities within the sphere of operations, as well as in terms of growth of business with existing customers.
• Identify and pursue all potential African business within the sphere of operations.

Competitors evaluations

• Demonstrate a comprehensive understanding of the competitor environment faced by the region.

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Qualification and Experience

• Grade 12 / Matric Equivalent
• A valid Driver’s Licence
• Own reliable transport
• Minimum of 3 years experience Electronic Security Services Management (3yrs – Management or similar)
• Extensive experience w.r.t. implementation of the following systems:
  • Time and Attendance
  • Access Control
  • CCTV
• Experience in Sales and specifying of Large Projects
• Good conceptual interpretation and presentation of Financial and Operational Reports to Executive Management

Software knowledge level:

• Broad knowledge of Time and Attendance.
• Broad knowledge of Access Control. Knowledge of Impro Portal is a major benefit
• Strong knowledge base on communication protocols i.e. TCP/IP.
• Basic Computer literacy and proficiency.

Hardware knowledge of:

• Impro IXP + Portal
• Idemia
• Suprema
• Nedap
• Analogue CCTV
• IP CCTV
• XTime

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)
• Understanding the organizational environment
• Understanding the organization’s goals and objectives
• Dealing with changing circumstances
• Supporting and working with others
• Delivering objectives
• Dealing with complexity
• Acting professionally
• Delivering great customer service
• Sharing and co-operating