Job purpose
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
• Identifying and participating 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 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
• Recording of all daily support request and travel done
• Record events, problems, and their resolution in logs
Qualifications
Requirements
• CompTIA A+ – or equivalent knowledge/experience
• CompTIA N+ – or equivalent knowledge/experience
• 5-7 Years’ Experience
• Microsoft 365 Foundation
• MCSA/MCSE/MCITPCompTIA Linux+ / LPIC 1 advantageous
• Microsoft 365 Certified: Enterprise Administrator Expert advantageous
Key Performance Areas
• Logging a Minimum 140 billable hours per month
• A 90% First-time resolution on support requests
• High rate of ticket resolution
• High rate of customer satisfaction
• Closed tickets within relevant SLA times
• Following instruction 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’s sites/suppliers when requested as and request by direct line
manager
• Ability to work independently and in a team as required
• Following instruction from assigned team leader, direct line manager and other senior staff
Physical requirements
• Valid driver’s licence
• South African ID or international passport a with work permit
• Reliable vehicle
• Reliable call phone
• Language skills proficient in English
Direct reports
Direct: Reactive Division Team Leader
