Key Responsibilities
Technical Support & Incident Management
- Provide first-line technical support and remote troubleshooting.
- Monitor and manage incidents and service requests, ensuring timely resolution within agreed service levels.
- Escalate unresolved technical issues with detailed diagnostics where necessary.
- Monitor product performance and identify recurring issues requiring corrective action.
Product Training & Support
- Deliver product and remote support tool training to franchise teams.
- Support user adoption of remote diagnostic and monitoring tools.
- Assist with product rollouts, updates, and technical enablement initiatives.
- Maintain training records and ensure franchise competency across supported products.
Customer Service & Operational Support
- Provide hotline and standby support when required.
- Ensure service tickets are logged, tracked, and resolved efficiently.
- Drive improvements in first-time fix rates and reduce mean time to repair (MTTR).
- Deliver excellent customer service and technical guidance to internal and external stakeholders.
Reporting & Data Analysis
- Analyse support trends and identify opportunities for proactive improvements.
- Produce regular performance and service reports.
- Maintain data integrity across support platforms and ticketing systems.
- Recommend preventative actions based on incident analysis.
Administration
- Maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Support franchise and supplier-related administrative requests.
- Update operational procedures and process documentation as required.
Minimum Requirements
- Matric (Grade 12).
- CompTIA A+ and Network+ (N+) certifications essential.
- Intermediate Microsoft Office proficiency.
- 3-5 years' experience supporting office automation products or similar technologies.
- Experience working with:
Key Skills
- Fault-finding and troubleshooting expertise.
- Remote support experience.
- Strong customer service orientation.
- Excellent planning and organisational skills.
- Ability to work under pressure and meet deadlines.
- Strong communication and interpersonal skills.
- Ability to follow processes while remaining adaptable to change.
- Team player with a proactive and results-driven mindset.
Preferred Attributes
- Strong analytical and problem-solving abilities.
- High attention to detail.
- Ability to manage multiple priorities effectively.
- Commitment to service excellence and continuous improvement.
- Self-motivated with a willingness to learn and develop technical expertise.
Apply now!