Company: Tagmarshal
Position: Technical Support Agent (Technical Support Skills Required)
Commencement: Immediately
Contract: Full time
Work hours: Flexible hours & Shifts: 2pm – 11pm / 6pm – 2am Monday – Sunday
Location: Cape Town, South Africa.
Remuneration: Commensurate with qualifications and experience
Role summary:
Tagmarshal Group is looking for an experienced hardware Technician who is self-motivated, enthusiastic and willing to become part of a dynamic fast growing company based in the Cape Town area. The right candidate will be computer-literate, have IT experience and 3 to 5 years’ experience in low-voltage hardware configuration, installations, field maintenance and repair. This is a technical position and only individuals with the necessary skills and experience need apply.
WHY WORK WITH TAGMARSHAL?
Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.
RESPONSIBILITIES:
System & Hardware Configuration
● Create virtual servers & setting up server domains
● Zoning and mapping our clients courses
● Perform systems QA checks
● Calibrate our clients courses and hardware to ensure that systems are functioning
optimally and resolve any technical challenges timeously
● Provision and configure mobile phones, tablets, PC’s and GPS devices with the proper
software, cellular sims, and configuration settings prior to shipping to customers
● Follow standard operating procedures and accurately log & update tasks and projects
using the CRM system
● Develop and maintain knowledge by attending regular meetings and training activities to
learn new system features and technologies
● Must be able to work closely with peers and management in the organization to ensure
that high quality solutions are deployed and maintained using consistent technology and
industry best-practice frameworks
● May be required to travel and work extended hours and weekends
● Test, repair and refurbish faulty hardware returned from clients and follow Return
Material Authorization (RMA) processes for in-warranty items
● Troubleshoot hardware and system issues to find permanent, practical solutions
● Monitor & roll out firmware & application updates to ensure that our devices and system
perform optimally
Installation Management & Support
● Remotely manage our site visits by following our standard operating procedures and
assist on site Technicians with troubleshooting
● Perform Hardware installations at client premises as and when required
● Offer technical support to internal staff and troubleshoot technical issues for clients via
phone, in person, or remotely as required
REQUIREMENTS:
- Computer-literate
- Strong organizational skills to manage various tasks, schedules, and resources efficiently
- To firmly buy in, into the “A customer’s problem is my problem” principle
- The ability to collaborate with colleagues and a team player who communicates well at all times
- To build a good rapport with clients and represent Tagmarshal in a professional manner at all times.
- Effective communication skills (verbal & written) to be able to efficiently interact with team members, managers, and external stakeholders
- The ability to identify and resolve operational issues, areas of improvement and recommend workable solutions
- Analyze data, track key performance indicators (KPIs), and make data-driven decisions
- Attention to detail
- Maintain the Integrity of our data for accurate data analysis and KPI reporting
- Effective time management and the ability to prioritize tasks & projects in line with business priorities
- The ability to adapt to changing circumstances and handle unexpected challenges
- Leadership skills to manage teams and projects effectively
- Ability to establish and maintain good working relationships and communication with decision makers, stakeholders, department heads and end-users
- Driven and self-motivated
- Great customer service and interpersonal skills
- To maintain a positive and professional demeanor and professional appearance at all times
- Ability to work independently and without supervision
- To be outcomes driven – challenges: take the initiative to identify solutions to problems and own the process of implementing the fix
- Ability to apply strong troubleshooting, problem-solving and critical thinking skills
RELEVANT EDUCATION AND EXPERIENCE:
Required
● Matric
● Experience with CRM systems
● A good understanding of DC low voltage wiring circuits
● Field installation and maintenance experience
● Experience in the automotive or electronic security industry
● Experience in desktop/laptop/tablet setup, configuration and software repair
Advantageous
● Experience working with remote teams
● Graduate Studies
● Supervisory or team leadership experience
● IT certification & Skills (CompTIA A+, Linux skills, VMWare, endpoint device management)