Open Positions at Fidelity Services Group

Main purpose of job:

• Source and sell armed monitoring and armed response agreements to potential new customers
• Source and sell new and alarm system upgrades, additions to alarm systems, CCTV systems, electric fences to potential customers.
• Achieve and exceed monthly sales targets for new customers and hardware sales

Qualification & experience:

• Previous sales experience, with proven track record in sales preferably capital goods sales (not FMCG)
• Knowledge of intruder detection equipment such as IDS, DSC alarm systems is advantageous
• Matric or equivalent

Job requirements & other attributes:

• Self-motivated and energetic
• Good selling skills
• Good organizational and time management skills
• Excellent communication (written & verbal), presentation and negotiation skills
• Computer Literate (MS Office, Email and Internet)
• Presentable and of sober habits
• Valid driver’s license (Compulsory)
• Own reliable vehicle (Compulsory)
• Valid PSIRA - Grade C (Advantageous)
• Field sales [i.e. residential visits at client premises , cold calling and door knocking] (Compulsory)
• Fully Bilingual (English and Afrikaans) preferable
• Hunter for new business and passionate about the communities safety
• Aptitude for electronic and technical equipment (alarms and alarm monitoring platforms)

Duties:

• Generate and close self-sourced deals
• Follow up on all leads received internally and via telesales
• Sell security solutions to new and existing clients
• Create solid & long-standing relationships with estate agents, builders, architects etc.
• Daily, weekly and monthly reporting
• Motivated to achieve and exceed sale targets
• Maintain all administrative duties pertaining to sales

Performance Standards

• Achieve both targets for revenue sales & for new clients
• Maintain a high standard of relationship with existing Estate clients
• Ensure that all leads and quotes are followed up on time

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Minimum Requirements:

• Matric / Grade 12 / National Senior Certificate.
• Valid Driver's License.
• Outstanding customer service skills.
• Technical experience.
• Excellent technical, problem solving and analytical skills.
• Strong written and oral communication skills.
• Ability to work weekends and holidays.
• Grade C PSIRA Registered.

Key Performance Areas: (not totally inclusive)

• Provide service and customer support during field visits or dispatches
• Manage all on site installations, repairs, maintenance and test tasks
• Diagnose errors or technical problems and determine proper solution
• Comprehend customer requirements and make appropriate recommendations/briefings
• Produce timely and detailed reports
• Recordkeeping: Document all actions and call details, job cards completed in detail, group SLA updates etc.
• Operate vehicle in a safe manner
• Adhere to all company’s filed procedures and processes
• Maintain a professional appearance
• Build positive working relationships with customer
• Adhere to SLA requirements/time frames and monthly preventative maintenance on devices
• Adhere to management instructions

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Job Summary: 

• We are seeking a skilled and dedicated Cybersecurity Analyst to join our Cybersecurity team in the physical security industry. As a Cybersecurity Analyst, you will play a crucial role in ensuring the security of our diverse client base, including consumers, banking institutions, and government entities.
• Your primary responsibilities will include monitoring and analysing security events, conducting vulnerability assessments, managing incident response, and implementing security measures to safeguard sensitive information. 

Key Responsibilities: 

• Monitor and analyze security events to identify potential threats and vulnerabilities. 
• Conduct regular vulnerability assessments to identify weaknesses in systems, applications, and infrastructure. 
• Manage the end-to-end incident response process, including containment, investigation, and resolution of security incidents. 
• Implement security measures and controls to protect sensitive information and maintain the confidentiality, integrity, and availability of systems and data. 
• Collaborate with cross-functional teams to ensure adherence to security policies and best practices. 
• Stay up to date with the latest security trends, threats, and technologies to proactively mitigate risks. 
• Prepare detailed reports and documentation of security incidents, assessments, and remediation activities. 

 Requirements: 

• Bachelor's degree in computer science, Information Security, or a related field (or equivalent experience). 
• Proven work experience in a Cybersecurity Analyst role. 
• Solid understanding of cybersecurity principles, concepts, and best practices. 
• Experience in monitoring and analyzing security events using Darktrace or similar technologies. 
• Proficient in conducting vulnerability assessments using Tenable.IO (highly desirable). 
• Strong knowledge of incident response methodologies, including identification, containment, eradication, and recovery. 
• Familiarity with physical security systems and technologies is a plus. 
• Excellent problem-solving and analytical skills, with the ability to identify and address security risks effectively. 
• Effective communication and collaboration skills to work effectively with cross-functional teams and clients. 
• Relevant certifications such as CISSP, CISM, or GIAC certifications are highly desirable. 
• Excellent analytical and problem-solving skills. 
• Ability to work independently and as part of a team in a fast-paced environment. 
• Willingness to work in a 24x7 environment and participate in on-call rotation. 

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Cloud Engineer Responsibilities: 

• Collaborating with engineering and development teams to evaluate and identify optimal cloud solutions. 
• Modifying and improving existing systems. 
• Educating teams on the implementation of new cloud technologies and initiatives. 
• Designing, developing and deploying modular cloud-based systems. 
• Developing and maintaining cloud solutions in accordance with best practices. 
• Ensuring efficient functioning of data storage and processing functions in accordance with company security policies and best practices in cloud security. 
• Identifying, analysing, and resolving infrastructure vulnerabilities and application deployment issues. 
• Regularly reviewing existing systems and making recommendations for improvements. 
• Interacting with clients, providing cloud support, and making recommendations based on client needs. 
• Review, monitor and optimize cloud spend 

Cloud Engineer Requirements: 

• Azure certification required. (AZ100, AZ800, AZ801, AZ304, AZ305, AZ900, ETC) 
• AWS, and GCP certification will be advantageous. 
• Degree in computer science or a similar field will be beneficial. 
• 3+ years of experience architecting, designing, developing, and implementing cloud solutions on AZURE platforms. 
• Be familiar with ITIL, ISO27001, POPI Act. Proven track record off administrating IAAS, PAAS, SAAS, environments. Specifically, Functions, Webapps, Services plans, Elastic plans, SQL as a Service. 10+ year IT experience including LAN/WAN, Windows Server Environments, Storage technologies, Security Principles, Backup and Disaster Recovery. 
• Experience with CI/CD systems. 
• Experience with DevOps. 
• Troubleshooting and analytical skills. 
• Good communication and collaboration skills. 
• Client management skills. 
• Own Reliable transportation. 

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Experience, Requirements and Qualifications:

• A formal relevant qualification would be advantageous.
• At least eight years’ experience within SAPS or other law enforcement agencies
• Minimum of five years investigation experience, especially in respect of serious and violent crimes.
• PSIRA Grade A
• NKP Accreditation
• SSA Vetting approval
• Firearm Competency for Business Purposes
• Ability to work independently or with minimal supervision.
• Own reliable transport with a valid driver’s license.
• Computer literate - Experience and Working knowledge of Microsoft Office (Excel, Word, Outlook, etc.).
• Proficient in MS Office (Word, Excel, PowerPoint, and Outlook) and the internet.
• No criminal record or any pending cases.
• Has a good command of the English language.
• Understanding of the FSG/Sasol environment would be advantageous.

Job Description: (not totally Inclusive)

• Interviewing employees and other witnesses relevant to each case under investigation.
• Gather all relevant evidence in a legal manner.
• Testify in criminal and disciplinary hearings.
• Liaison with other role players such as SAPS, Public Prosecutors, Legal representatives, FSG personnel on all levels, FSG clients, etc.
• Responsible for record keeping of all evidence and investigation administration in case dockets.
• Responsible for ensuring investigation reports are accurate and supported by evidence.
• Quality of own work.
• Ensuring that investigations are completed within deadlines.
• Responsible for the integrity of reporting.
• Ensure all information is filed, updated and readily available as required.
• Willingness to work overtime when necessary.

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Key Responsibilities:

People Management

• Coaches the team to ensure quality of delivery meets the appropriate standard.
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensures that all Human Resources policies and procedures are observed

Workforce Planning

• Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
• Monitors adherence to schedule in line with operational processes
• Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
• Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
• Optimizes headcount requirements to reduce cost without impacting operational delivery
• Analyses schedule and makes recommendations for improvement, including impact on budget
• Real time monitoring
• Workforce supervisor application software training.

Reporting and standardisation

• Provides all management reports as required by the business
• Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation
• Understand formulas and able to draft detailed pivots and likewise reports
• Data mining/analysing
• Document process and procedures pertaining to applications training.

Minimum Qualifications and Experience:

• Matric
• Diploma advantageous
• 2+ years workforce management experience, including people management experience - advantageous
• Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
• Call Centre experience
• Security experience
• Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)

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Key Performance Areas: (Not totally inclusive)

• Debtors and Creditors Management for allocated contracts.
• Assist with the management of budget allocations for Transport Department per contract.
• Consolidate and report on all assets at the various contract sites.
• Ensure weekly, monthly and quarterly reports are timeously done.
• Personnel Management administrative processes.
• Ensure that all Payroll and Salary related concerns are handled accurately and efficiently.

 Qualifications, experience and other competencies

• Matric Certificate.
• Strong command of English and Afrikaans
• Strong administrative and organizational skills, with the ability to work independently and professionally
• Good interpersonal and communication skills
• Ability to liaise professionally with personnel at all levels
• Highly motivated and enthusiastic
• Must be able to work under pressure
• Own transport is essential
• Proficiency in Microsoft Word, Outlook, SAP as well as Excel

 Other Personality Attributes:

• Good interaction skills
• Communication
• Negotiation skills
• Honest
• Reliable

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Key Responsibilities:

• Creation and capturing of monthly journals.
• Creation and capturing of standard journals.
• Liaise with cashbook to ensure that payments are allocated timeously.
• Processing of Mercantile Debit Order unpaids and reconcile between SuiteAcc and Cash Book.
• Updating the daily cash flow for all bank accounts.
• Completion and preparation of various balance sheet reconciliations after month end as per deadline dates.
• Updating income statement analysis for various high-risk accounts at month end.
• Review of income statement analysis to ensure that all expenses have been recorded for the month or where needed, and an accrual raised if necessary.
• Identify new expenses in the income statement analysis and obtain an understanding of the nature and timing of the expense.
• To review the balance sheet accounts before month end to ensure that these are accurate, and any corrections are made before the final close.
• General Ledger Balance Sheet Recons – complete all recons that are under your responsibility. Once completed, upload into Greenline on a monthly basis.
• Journals to prepare at month end for: Goodwill / Intangibles Rented Model / DSF and Dealers.
• Checking banking details for customer refunds on Wednesdays and Fridays.
• Fixed Assets – New Assets – provide capex numbers for individual capex items.
• Fixed Assets – Process Disposals of assets in the Fixed Asset System.
• Fixed Assets – process inter company / Business Area transfers as required.
• Fixed Assets – Ensuring that we have no errors before Depreciation is run.
• Dealer Commission – Update spreadsheets on a weekly basis and prepare relevant journals at month end.
• ABSA / Wesbank leases / Interest and document fees – Updating schedules for all new, disposed that are acquired /disposed of.
• Assisting with all audit queries when required.
• Assisting with ad hoc tasks and projects when required by management.
• Ensure that the work area is neat and tidy as per company requirements.

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Minimum Requirements

• Grade 12 (Matric) Certificate of equivalent.
• PSIRA Grade A registered and accredited.
• No Criminal Record or any pending cases.
• Valid driver’s license and own reliable transport.
• Minimum 2 - 3 years’ Residential/Estate Security Experience.
• Staff Management experience essential.
• Computer literacy and strong Admin Skills.
• Must live in close proximity of Centurion.
• Incumbents should be prepared to work shifts and do site visits after hours.

Key Performance Areas: (not totally inclusive):

• Maintaining good relations between Fidelity Security Services and the client with regard to security services rendered.
• Ensuring the posting of Security Officers are done timeously.
• Ensuring that all Security Officers meet the contractual requirements as stipulated by the client.
• Constantly evaluating the service levels provided and making recommendations to the client regarding the improvement of services.
• Ensuring continuous assessment of the Client’s premises and minimizing as far as possible risky access and creating several barriers to would be criminals.
• Auditing and verifying the access registers on a daily basis and generating exception reports.
• General management and supervision of security staff and ensuring all administrative queries are dealt with promptly.
• Managing all projects concerning new business and ensuring the smooth take over thereof.
• Ensuring that all HR related queries are dealt with promptly.
• Investigating incidents and submitting relevant weekly/monthly incident reports to Management.
• Attend meetings with FSS Management and with the Client.

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MAIN PURPOSE OF JOB:

• The aim of a Monitoring Centre Associate is to handle incoming signals and the monitoring of all Response and Patrol resources.

QUALIFICATION & EXPERIENCE:

• Grade 12 (Matric)
• Grade C PSIRA Registered

Responsibilities and duties:

 Administration 

• Monitor and action emergency and non-emergency signals.
• Phoning of the Premises/ Clients/ Key holders
• Recording all relevant information into the activations by means of computer.
• Record and report all incidents and accidents to the senior on duty.
• Ensure all relevant administrative work and handled signals are completed.
• Monitoring and action of vehicle violations
• Updating of timesheets

COMPUTERS AND EQUIPMENT MANAGEMENT

• Report any faults to the appropriate authority on duty
• Not abuse the use of company telephones for private telephone calls
• Effective use and compliance of safety and zero harm standards

TIDINESS OF THE MONITORING CENTRE

• Responsible for a clean and tidy workstation

CLIENT LIAISON

• Telephonic assistance with any problems or complaints
• Updating of client information i.e. holiday instructions/other client information to be given to Monitoring  Associate IV/V
• Reporting of any faulty alarm systems through the appropriate channel(s)
• Sales leads to be recorded and reported through the appropriate channel(s)

GENERAL

• Have sound knowledge about all facets pertaining to your position
• Attend all required meetings and training sessions
• Not abuse company telephone for private calls

STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed upon service level and performance targets
• High standard of service must be upheld

ADHOC

• Assisting with other ad-hoc tasks and projects as and when required

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Overall Purpose of the job:

• Attain new accounts for the business in line with Targets as set from time to time
• Ensure client’s needs and expectations are met by the business
• Maintain knowledge and awareness of competing products/services, discount and pricing structures, and overall strengths and weaknesses in order to determine how best to service and motivate accounts to stay with the business and create new customer relationships
• Ensure profitable sales volume and strategic objective targets are met
• Assess, clarify, and validate the consumers’ needs on an ongoing basis, maintaining high customer satisfaction ratings that are up to the business’s standards
• Work closely with the customer support and resource management departments in an effort to meet customer performance objectives as well as the customers’ expectations through complimentary cross-functional efforts
• Regular follow up of orders
• Assist with timely collections of outstanding invoices
• Managing any issues that may arise with both internal and external customers
• Help develop initiatives to increase customer satisfaction and retention
• Assist the Company’s management with company-wide strategic planning
• Ensure works are executed as per company policies and procedure
• Prepares detailed reports dependent on each consumer’s requirements

Minimum qualifications and experience:

• Matric / Grade 12
• Relevant qualification/degree advantageous
• Minimum 3 years’ experience
• Excellent verbal and written communication skills
• Computer Literate (MS Office, Excel, PowerPoint)
• Great Interpersonal Skill

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Minimum qualifications and experience:

• Matric 
• A minimum of 2 years customer service experience
• Minimum 1 year experience in a learning and development role
• At least 2 years administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word and PowerPoint

Duties & Responsibilities:

• Understanding of policy, planning and strategy of training needs to be conducted is required
• Develop training needs analysis principles and process and Learning curriculum design.
• Assist in preparing the necessary documentation and material to successfully train internal customers
• Assist in preparing the necessary documentation and material to successfully train external customers
• Conduct product training to internal and external customers.
• Transfer of technical knowledge to the greater teams and upskill team members.
• Conduct UAT testing, documentation and bug / issue reporting on prospective products prior to release.
• Coordinate and facilitate meetings and work session activities to identify training goals, schedules, impacted processes and procedures to foster cooperation and collaboration from the various teams to ensure product successes.
• Act as liaison among business and product stakeholders to elicit, anticipate, translate, analyse, communicate and validate requirements gathered in feedback from customers.
• Manage timelines and ensure adherence to agreed project plan, project milestones and delivery of the project according to the schedule.
• Collaborate with systems, product and process owners to develop training plans for new and existing employees
• 2nd line of support for systems, process and product queries and escalation point to support team

Behavioural Competencies:

• Customer focus
• Drive for results
• Action orientated
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)

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Minimum qualifications and experience:

• Matric 
• A minimum of 2 years customer service experience
• At least 2 years administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word and PowerPoint

Main duties & Responsibilities:

Workforce

• Review forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Complete agents' schedules within agreed timelines and in line with call volumes, average handling time and shrinkage forecast
• Monitor adherence and report to supervisor for actioning
• Optimise forecasting accuracy
• Create and manage processes to optimise accurate forecasting
• Real time monitoring in collaboration with department supervisor

Reporting

• Consolidate and analyse management reports
• Extract and report on consultants daily, weekly and monthly performance
• Data analysis and outline key department challenges
• Monitor and report on system inefficiencies
• Track and report system downtime

Systems and processes

• Identify procedural issues that affect operational efficiency
• Log requirements with respective developers to ensure issues is addressed
• Document system change requirements in line with management need
• Support other role players within the division to ensure that standard operating procedures remain up to date and relevant

Project management

• Meeting with project clients to assess their needs and define project requirements, acceptance criteria and project timelines
• Assign tasks to team members and help them understand what’s expected from them in terms of project milestones and deliverables
• Be the liaison between the project team and ADT SD team throughout the project life cycle
• Help monitor project progress and team members’ performance and provide updates to project stakeholders
• Schedule stakeholder meetings, document and generate project and post implementation reports
• Foster cross-team collaboration to help project team members complete project tasks and produce deliverables

People

• Create new user access
• Creating new campaigns
• Manage teams access levels
• Department leave planning with supervisors