Overview
Technical Support Specialist Jobs in Johannesburg, South Africa at Hennessy Industries
JOB TITLE:
Technical Support Specialist
DEPARTMENT: Technical Support MEA
REPORTING TO: Technical Support Manager MEA
LOCATION: Johannesburg, South Africa
PURPOSE OF POSITION
The technical support specialist is an after sales role which is required to drive Technical Support and product trainings for Internal and External teams/customers within agreed parameters across GVR product portfolio including hardware and software offerings.
KEY RESPONSIBILITIES
Provide tech support for all C&I issues reported and ensure resolution
Taking ownership of reported issues and seeing problems through to resolution
Ensure all service requests are logged for tracking & reporting purposes.
Track and update all the calls on ticket logging system.
Track, compile and report out the SLA stats on a weekly basis.
Work closely with internal and external teams to track & resolve the tickets
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Train the internal and external teams on the products/solution offered in line with the department objectives
Run quality audit and inspection on sites as part of quality management program
Collaborating with cross-functional teams to support product rollouts.
Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
POSITION RELATIONSHIPS
Internal
Engineering
Projects
Operations
Warehouse
KAM’s
Management
DDS
Sales
External
Customers
Channel partners
SCs
Sub-Contractors
MEASURES OF PERFORMANCE (INDICATORS)
Achieving SLA targets
Number of calls attended vs resolution time.
Remote fix rate
Number of training programs delivered
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/Achievements
Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
Proficiency in SQL.
Good understanding of databases
Experience/Knowledge
3-5 years’ experience in a similar role.
Clear understanding of integration processes and methods as well as understanding of networking.
Understanding of dataflow and communication protocols
Strong analytical skills
Excellent written and verbal communication in English
Experience from the similar industry
Understanding of Mechanical operations
Specific Skills
Ability to work under pressure and adhere to deadlines.
Ability to review data sets and understand issues to be highlighted on product level for Engineering review.
Excellent time management, organization, and planning skills are essential
Ability to excel in collaborative and cross-functional environment
Able to prioritise based on the importance of the task at hand
Take ownership to drive results
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Title: Technical Support Specialist
Company: Hennessy Industries
Location: Johannesburg, South Africa
Category: IT/Tech, Engineering
