Field Technician

21 hours ago

Cape Town, Western Cape, South Africa Instacom Full time

Instacom reserves the right not to make an appointment to any advertised position. Preference is always given to existing Instacom employees, and the choice made is purely on merit and qualifications. Instacom – Instant Communications Solutions (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in our business and the Global market in which we participate. Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

Instacom is searching for a Field Technician. The incumbent is responsible for all calls made to the support line to provide support to customers with technical related issues while in the office. Responsibilities include quality control of all new devices, basic settings, hardware and software checks, assisting Junior and Senior Customer Care Agents with resolutions to issues, being the first point of contact for all Networks PTX Support, and assisting with field assessments, deliveries, site setups, and training.

Key Responsibilities:
  • Operate as the support point of contact to customers
  • Build credibility by communicating trust, morale, and professionalism with clients
  • Assist with challenges a customer may experience
  • Provide prompt solutions or options related to challenges
  • Complete daily timesheet report
  • Identify areas of improvement for support team
  • Assist with high priority requests or issue escalations as needed
  • Provide feedback to customers when dealing with customer requests
  • Identify customer needs and exceed client expectations
  • Identify potential cancellations from clients and communicate to Account Managers
  • Provide effective and proactive support and solutions to avoid possible client cancellations
  • Answer all calls to the call centre when in the office
  • Create tickets for all calls and emails received
  • Provide feedback to customers on allocated tickets
  • Escalate tickets should it be necessary
  • Assist with Out of Box Failure tests if required
  • Assist with quality control on all devices
  • Assist with device setup for Repairs when required
  • Assist with resolving 0% Guard Patrol Sites
  • Assist Junior and Senior CCA with fault resolution
  • Assist with all remote support related issues via Phone, Email, Ticket, or MDM
  • Train customer staff on Instacom Products and Services
  • Collect Repair devices and pickup note signoff
  • Assist with signal testing when necessary
  • Manage your own logbook
  • Ensure all job cards are closed and accurate feedback is provided
  • Assist with all remote setups
  • Ensure all testing is done and testing schedule is adhered to
Minimum Skills & Competencies:
  • Senior certificate (NQF4) or the equivalent
  • Previous formal Call Centre training will be beneficial
  • Previous formal telecommunications training will be beneficial
  • Previous formal IT training will be beneficial
  • Previous formal field technician training will be required
  • Must have your own vehicle
  • Must have your own laptop
Job Specifications:
  • The ideal candidate should reside in or near Brackenfell

Interested? Complete and submit the form below.

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Applying for

Field Technician | Cape Town | Closing: 2025-03-07

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