It Field Technician (retail) Jhb, East Rand

Boksburg, Gauteng, South Africa

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Title IT Field Technician (Retail) - JHB, East RandKey Responsibilities

Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
First time fix rate and recall rate under the stipulated requirements.
Maintain customer relationship.
Be productive based on the calls allocated
Ensure compliance with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
Complete administration within time frames as per policies.
Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
Technical support, maintenance, trouble shooting in an end user computing environment.
Ensure that all policies and procedures are followed according to the company requirement

Qualifications; Skills & Work Experience Required

Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely.
A + and N or Relevant IT Qualification.
Strong knowledge in troubleshooting and configuring of Windows 10 operating system and office 365 applications.
Network and Peripheral configuration.
Strong Soft Skills (Email and Telephonic).
Remote connection tool experience.
Exposure to a call management system.
Managing incidents and requests within SLA.
Handling customer escalation and queries.
Must have experience in a corporate environment.
Exposure in the Retail sector will be advantageous

Education National Certificate Level 4 (N4) / Grade 12: Information TechnologyLanguages English

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