Job Description

Title Field Support TechnicianKEY RESPONSIBILITIES:

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• Incidents and request include and are not limited to installation, configuration, and maintenance of POS Systems, POS Peripherals, Desktop Devices, Notebooks, Multifunction Devices and EFT Devices.
• Strong knowledge in troubleshooting and configuring of Windows 10/11 operating system and office 365 applications.
• Network and Peripheral configuration.
• Strong Soft Skills (Email and Telephonic).
• Assisting with customer escalations and queries whilst interacting with the customer.
• Follow the internal escalation process with FSM for queries from the customer.
• Must have experience in the retail environment.
• Maintain customer relationship.
• Be pro-active whilst attending to assigned calls.
• Ensure compliance with policies and procedures provided by the organization.

• Maintain and manage boot stock, ensuring accurate stock levels and proper maintenance of equipment and supplies.
• Complete administration within time frames as per policies (Submission of monthly checklist, Overtime, standby and travel report to Field Service Manager).

QUALIFICATIONS; REQUIRED WORK EXPERIENCE; & SKILLS:

• Matric/ N3 equivalent
• A+
• N+
• Minimum 2 years experience in a field service role.

Other requirements

• A valid South African driver's license
• Reliable Own vehicle
• Must be able to interact with 3rd party service providers professionally.
• Fluency in a second language such as Zulu would be advantageous.
• Strong oral and written communications skills.
• Excellent administration skills with strong attention to detail.
• Knowledge of Microsoft Office
• Have an ability to identify opportunities for improvement.
• Must be a team player.
• Must be able to work under pressure.
• Must be punctual and reliable.
• Must be willing to work overtime when required.
• Must be keen to develop skills and have a keen focus on self-improvement to meet learning and development requirements of the team and organization.

Education National Certificate Level 4 (N4) / Grade 12 (Required)Languages English

Altron