Support Engineer (CPT Onsite, HP Service Qualifications)
IT – Support
Cape Town – Western Cape – South Africa
ENVIRONMENT:
A strong technical & ambitious Support Engineer is sought by a dynamic Internet Service & Network Specialist to be responsible for providing high-quality technical support to both technical and non-technical end users while supporting a wide range of printer technologies predominantly HP ensuring equipment is running at optimum. You will assist with installations, maintenance, ordering of parts and configurations. You will need Matric/Grade 12, an IT Degree/Diploma, relevant HP Server qualification & A+ and N+/MCSE Certification with 3-5 industry working experience troubleshooting, repair, and maintenance of printers. Travel between customers’ sites will be required.
DUTIES:
- Professionally respond to and assist with all customer queries.
- Manage and resolve assigned calls within SLA requirement.
- Diagnose and resolve technical issues.
- Order parts.
- Administrative functions, which include closing of calls, job cards, capturing of travel and other reports.
- Service multi-functional printing devices through both phone and hands-on support.
- Maintain service qualifications and achieve all KPIs.
- Provide remote support where applicable (Hardware and software related).
- Regularly update all customers with progress information and estimated times to completion.
- Identify and escalate persistent incidents.
- Be available to provide after-hours Standby support
- Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
- Confirm call resolution with end user before resolving of the call on Heat.
- Maintain service and quality levels according to of the company’ business standards, processes and procedures.
- Create and update documentation related to all Standard Operating Procedures.
REQUIREMENTS:
Qualifications –
- Matric Grade 12 (Compulsory).
- IT related tertiary qualification (Degree or Diploma).
- A+ and N+ / MCSE.
- Relevant HP service qualifications.
Experience/Skills –
- Minimum of 3-5 years’ industry working experience troubleshooting, repair, and maintenance of printers.
- Understanding of basic networking and IP configuration.
- Experience with 3rd party software.
- Ability to lift and move heavy equipment.
- Microsoft Office (Excel, Word, PowerPoint, and Outlook).
- Own reliable transport and valid driver’s license.
ATTRIBUTES:
- Strong work ethic and good communication skills.
- Highly skilled and proficient.
- Ability to work independently.
- Remain courteous, tactful, honest and professional in all communication with other parties.
- Able to communicate oral or written feedback and technical information to all levels of end-users.
- Ability to prioritise tasks efficiently and effectively.
- Must be highly organized.
- Good written and verbal communication.
- Solid organizational skills include attention to detail and multi-tasking skills.
- Critical thinking and problem solving.
- Time management skills with ability to meet deadlines.
- Must be able to work in a team.
- Adaptability.
- Able to tolerate stress.