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, Excel, and Power BI
• 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)

System & Network Monitoring:

• Ensure continuous uptime and performance of client networks and systems.
• Identify and resolve technical issues related to signals and connectivity.
• Client & Technical Team Support:
• Provide remote technical assistance to clients for setup, troubleshooting, and software-related issues.
• Assist the technical team with complex problem resolution and escalations.

Software & Device Troubleshooting:

• Support and troubleshoot software and hardware-related concerns on client devices.
• Configure and update device software as needed.

Payment & Service Support:

• Assist clients with payment-related support, ensuring seamless service continuation.
• Monitor service activation and deactivation processes.

Stock & Admin Management:

• Handle movement, tracking, and inventory of modems and other technical stock.
• Maintain accurate stock records and coordinate stock distribution.

Reporting & Documentation:

• Prepare and maintain reports related to technical support activities, stock movement, and service performance.
• Provide regular updates to management regarding key technical and operational metrics.

Core Competencies

Technical Expertise

• Strong understanding of system and network monitoring.
• Proficiency in troubleshooting signals, connectivity issues, and device software.
• Experience with remote technical support and problem resolution.

Customer Support & Communication

• Ability to provide excellent remote client support and technical assistance.
• Strong communication skills to explain complex technical issues in simple terms.
• Customer-focused approach to resolving payment and service-related concerns.

Problem-Solving & Troubleshooting

• Analytical thinking for diagnosing and resolving hardware/software issues.
• Ability to handle escalations and assist the technical team with complex challenges.
• Quick decision-making to minimize downtime and service interruptions.

Inventory & Administrative Management

• Strong organizational skills to track and manage modem stock and other technical inventory.
• Ability to maintain detailed records and ensure accurate documentation.
• Proficiency in generating reports and providing insights to management.

Process & System Efficiency

• Able to work effectively in a complicated environment with minimal management guidance/supervision
• Strong attention to detail in handling service payments and related support.
• Capability to implement and optimize administrative and technical support processes.
• Strong written and oral communication skills
• Ability to work weekends and holidays
• Ability to work independent and part as a team
• Ability to work under pressure and meet targets and deadlines

Skills

• Strong technical troubleshooting and problem-solving skills.
• Experience in network/system monitoring and support.
• Proficiency in remote support tools and software troubleshooting.
• Excellent organizational and administrative abilities.
• Strong communication skills for client interactions.
• Ability to generate reports and manage inventory effectively.
• Project Management