Technical Support Agent

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 low-voltage provisioning and hardware

installation 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 server droplets & setting up server domains

● Zoning and mapping our clients courses

● Perform systems cross 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)

To apply for this position please click on the following link: