ENVIRONMENT:
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 [Email Address Removed] 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 driver’s 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.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] OR e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.
Desired Skills:
- Support
- Engineer
- CPT