Technical Support Specialist

1 month ago


Bloemfontein, Orange Free State, South Africa Numata Full time

Purpose of the Job:

Our Technical Support Specialists provide exceptional IT end-user support, covering hardware, software, and network components. As a first point of contact for clients, you are expected to be professional, courteous, and provide timely assistance with a sense of urgency. Your primary goal is to exceed client expectations in handling incidents or service requests and continually enhance your skills through training and research to deliver an unparalleled experience for end-users.

Duties and Responsibilities:

  • Represent Numata as the face of the company, providing exceptional customer service.
  • Deliver prompt responses to customers within Service Level Agreements (SLA).
  • Capture all details accurately in our PSA Platform, including comprehensive resolution descriptions.
  • Analyze issues and develop resolutions efficiently.
  • Provide support on all supported applications.
  • Offer regular updates to clients regarding incident progress.
  • Evaluate issues against Numata's best practices.
  • Escalate ongoing, unresolved, or critical problems to the Team Leader or MSOC Manager promptly.
  • Monitor work records via regular time entries and ticket/task management.
  • Guide and train customer personnel to empower self-help capabilities.
  • Create/ update Knowledge Base articles and technical notes as solutions emerge or outdated content is identified.
  • Oversight of 3rd-party product installations and related repair/maintenance activities when required remotely.
  • Identify and propose improvements to procedures/systems for the Team Leader.

Requirements:

We seek candidates with excellent communication and problem-solving skills. Proficiency in modern technologies and Numata Standard Operating Procedures is essential. A strong ability to adapt to changing circumstances and think critically will serve as valuable assets in this role.

What We Offer:

Competitive Salary: $65,000 - $85,000 per annum based on location and qualifications.

This role offers opportunities for growth, skill development, and career advancement in a dynamic environment.



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