To assist with our SLA and ad-hoc onsite and remote support across the client base of SevenC Computing.
Duties and Responsibilities
- Assess hardware and software malfunctions by means of diagnostic tools and customer input.
- Disassemble and reassemble machines to repair or replace worn or malfunctioning components and consumables.
- Drive to customer locations, managing your own daily route to arrive in a timely manner based on customer location and issue, and maintaining accurate time and mileage records.
- Handle 2nd line support on the service desk when no reactive work is required.
- Identify and participate in sales opportunities such as new contracts, contract renewals, and system sales.
- Build positive relationships with customers by providing outstanding and excellent services.
- Cooperate with the technical team and share information across the organisation.
- Assist with projects as and when required.
- Handle cover for other technical teams as and when necessary.
- Record all daily support requests and travel done.
- Log events, problems, and their resolution.
Qualifications
Requirements
Key Performance Areas
- Log a minimum of 140 billable hours per month.
- A 90% first-time resolution on support requests.
- High rate of ticket resolution.
- High rate of customer satisfaction.
- Close tickets within relevant SLA times.
- Follow instructions from assigned Team Leader and other senior staff.
Working Conditions
- Overtime will be required when reasonably requested by your direct line manager.
- Travel will be required to client sites/suppliers when requested by your direct line manager.
- Ability to work independently and in a team as required.
- Follow instructions from assigned team leader, direct line manager, and other senior staff.
Physical Requirements
- Valid driver’s licence.
- South African ID or international passport with a work permit.
- Reliable vehicle.
- Reliable cellphone.
- Language skills proficient in English.
Direct Reports
Direct: Reactive Division Team Leader
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