Technical Support Desk Supervisor at Fidelity Services Group

Minimum Requirements:

• Matric / Grade 12 / National Senior Certificate
• Windows and Linux qualifications
• Advanced Excel skills
• Outstanding customer service skills
• Excellent technical, problem solving and analytical skills
• Advanced Computer Skills
• Strong written and oral communication skills
• Ability to work weekends and holidays
• Proven ability to supervise a team
• Ability to work under pressure and meet targets and deadlines
• Able to work effectively in a complicated environment with minimal management guidance/supervision
• Attention to detail

Key Performance Areas: (not totally inclusive)

•  Assist Technicians with trouble shooting and device error resolution
• Program Modems, prepping of modem for new and replacement sites
• Box Setups and new installations setups and tests etc.
• Queries CashMaster/FNB/Nedbank/ABSA signal and payment related
• Stock
• PayComplete device setups
• Remote support of PayComplete devices - Client and technical teams
• Train staff on systems/PayComplete

 Core Competencies

• Assisting technicians when contacted with CashMaster/Nedbank/FNB/ABSA signals by means of confirming whether the safe is transmitting a signal or not
• Assisting technicians with new installations – Setups, tests and signal
• Troubleshooting signal problems – Replacement of modems, antennas or sims etc.
• Pro-active resolution of off boxes – signal problems
• Program new modems when needed
• Setup new devices to new sites
• Queries must be done and dealt with in a fast and professional way
• Stock list must be kept up to date and stock taking must be done every month
• Offices must be neat and tidy at all times
• Any other tasks given by management
• Excellent communication and negotiation skills to persuade and influence others
• Ability to multi-task and prioritize work schedules

 Skills

• Analytical
• Communication
• Critical thinking
• Diplomacy
• Leadership and team building
• Change management
• Project management
• Persuasion and influencing
• Judgement and decision making
• Service orientation