Job Description

Support Engineer (CPT Onsite, HP Service Qualifications) IT - Support
Cape Town - Western CapeENVIRONMENT:A strong technical & ambitious Support Engineer is sought by a dynamic Internet Service & Network Specialist to be responsible for providing high-quality technical support to both technical and non-technical end users while supporting a wide range of printer technologies predominantly HP ensuring equipment is running at optimum. You will assist with installations, maintenance, ordering of parts and configurations. You will need Matric/Grade 12, an IT Degree/Diploma, relevant HP Server qualification & A+ and N+/MCSE Certification with 3-5 industry working experience troubleshooting, repair, and maintenance of printers. Travel between customers sites will be required.DUTIES:

• Professionally respond to and assist with all customer queries.
• Manage and resolve assigned calls within SLA requirement.
• Diagnose and resolve technical issues.
• Order parts.
• Administrative functions, which include closing of calls, job cards, capturing of travel and other reports.
• Service multi-functional printing devices through both phone and hands-on support.
• Maintain service qualifications and achieve all KPIs.
• Provide remote support where applicable (Hardware and software related).
• Regularly update all customers with progress information and estimated times to completion.
• Identify and escalate persistent incidents.
• Be available to provide after-hours Standby support
• Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirm call resolution with end user before resolving of the call on Heat.
• Maintain service and quality levels according to of the company business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.

REQUIREMENTS:Qualifications

• Matric Grade 12 (Compulsory).
• IT related tertiary qualification (Degree or Diploma).
• A+ and N+ / MCSE.
• Relevant HP service qualifications.

Experience/Skills -

• Minimum of 3-5 years industry working experience troubleshooting, repair, and maintenance of printers.
• Understanding of basic networking and IP configuration.
• Experience with 3rd party software.
• Ability to lift and move heavy equipment.
• Microsoft Office (Excel, Word, PowerPoint, and Outlook).
• Own reliable transport and valid drivers license.

ATTRIBUTES:

• Strong work ethic and good communication skills.
• Highly skilled and proficient.
• Ability to work independently.
• Remain courteous, tactful, honest and professional in all communication with other parties.
• Able to communicate oral or written feedback and technical information to all levels of end-users.
• Ability to prioritise tasks efficiently and effectively.
• Must be highly organized.
• Good written and verbal communication.
• Solid organizational skills include attention to detail and multi-tasking skills.
• Critical thinking and problem solving.
• Time management skills with ability to meet deadlines.
• Must be able to work in a team.
• Adaptability.
• Able to tolerate stress.

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