Onsite Technical Support Specialist

7 days ago


Bloemfontein, Orange Free State, South Africa Numata Full time
Purpose of the Job:

As a Service Desk Engineer at Numata, you will be the first point of contact for clients, providing IT end-user support on various components of our IT environment. Your role will involve delivering exceptional service to internal and external customers, responding to their needs with a sense of urgency and professionalism.

Duties and Responsibilities:
  • Represent the Numata brand, embodying the company's values and standards in all interactions with clients.
  • Deliver top-notch service to clients, ensuring their needs are met and exceeded in a timely and efficient manner.
  • Capture all details accurately in our PSA Platform, providing complete resolution descriptions and ensuring seamless communication with clients.
  • Analyze issues and develop resolutions in a timely fashion, providing regular updates to clients on incident progress.
  • Provide support to clients on all supported applications, empowering them to use our systems effectively.
  • Escalate any ongoing unresolved or business-critical problems to your Team Leader or MSOC Manager in a timely fashion.
  • Track and manage your work record via regular time and ticket/task time entries, ensuring accurate reporting and analysis.
  • Provide guidance and training to client personnel, empowering them to help themselves and become more self-sufficient.
  • Create/update Knowledge Base articles/technical notes as solutions are identified or articles found to be outdated.
  • Supervise all 3rd party product installations and/or related repair and maintenance activities when required remotely.
  • Identify and suggest possible improvements on procedures or systems to your Team Leader, ensuring continuous improvement and optimization.
  • Stay up-to-date with modern technologies and Numata Standard Operating Procedures, applying this knowledge to enhance client support and services.

Remote Work: No



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