Downloader Technician

JOB DESCRIPTION: Downloader Technician
**POSITION**: DOWNLOADER

**DEPARTMENT**: TECHNICAL

**REPORTS TO**:Service Manager

**MAIN PURPOSE OF JOB**:Downloading of all panels and assist technicians telephonically with programming.

**QUALIFICATION & EXPERIENCE**:

- Minimum Grade 12 or equivalent
- 2 years Customer Service experience
- Previous downloading experience advantageous
- Technical alarm knowledge advantageous

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Computer literate (MS Excel, Listener, Outlook,)
- Proven ability to work under pressure and show attention to detail

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Computer literate (MS Excel, Listener, Outlook,)
- Proven ability to work under pressure and show attention to detail

**KEY PERFORMANCE**
**AREAS**:
1.
**DOWNLOADING**

**2. AMINISTRATION**

**DUTIES**:

- Program panels for new installations and dealers
- Assist technicians telephonically with programming of relinks and maintenance
- Program user codes for businesses/ corporates
- Extract event logs from panels for burglaries
- Assist clients with technical issues but not limited to high telephone bills, false alarm activations; stay zones
- Assist clients with changing of codes
- Forward client information to Call Centre / CAD to be updated on Listener

**PERFORMANCE STANDARDS**:

- Ensure that the panels are programmed correctly and
- Ensure that the panels are programmed correctly and timeously
- Ensure that the correct codes are utilised
- Ensure that the correct information is extracted
- Aim for first time resolution of client queries
- Ensure that the codes are correctly amended
- Ensure that the correct information (client details) is sent through to the respective department to ensure information is updated

**_ Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._