Onsite Technical Support Specialist

1 month ago

Cape Town, Western Cape, South Africa Numata Full time
Job Title: Onsite Support Engineer

About the Role:

We are seeking a highly skilled and experienced Onsite Support Engineer to join our team at Numata. As an Onsite Support Engineer, you will be responsible for providing exceptional IT end-user support on various components of our IT environment, including hardware, software, and network support.

Key Responsibilities:

  • Represent the Numata brand and provide professional, helpful, and timely support to clients.
  • Deliver exceptional service to internal and external customers, exceeding their expectations in dealing with incidents or service requests.
  • Follow call queue policy and procedure, responding to customers within Service Level Agreements (SLAs).
  • Capture all details accurately in our PSA Platform, providing complete resolution descriptions.
  • Analyze issues and develop resolutions in a timely fashion, providing regular updates to clients.
  • Provide support to clients on all supported applications, ensuring issues are resolved in line with Numata's best practices.
  • Escalate ongoing unresolved or business-critical problems within one hour to a level 2 Engineer or Team Leader.
  • Maintain a resource utilization rate of a minimum of 30 hours a week, tracking and managing work records via regular time and ticket/task time entries.
  • Provide guidance and training to customer personnel, empowering users to help themselves.
  • Create/update Knowledgebase articles/technical notes as solutions are identified or articles found not to be current.
  • Supervise 3rd party product installations and/or related repair and maintenance activities when required remotely.
  • Identify and suggest possible improvements on procedures or systems to the Team Leader.
  • Keep abreast of modern technologies and Numata Standard Operating Procedures.
  • Ensure all training requirements for the role are met in line with Business expectations.
  • Engage and coordinate with 3rd party vendors to resolve/open incidents or projects.
  • Assist on the rotational schedule, which may include field support services, workshop support, after-hours support, early shift support, and onsite client support.

Requirements:

  • Entry-Level: Generally 12 years of experience in IT support or a related field.
  • Internship or Prior Experience: Some positions may require prior experience through internships, part-time jobs, or relevant coursework.

Preferred Certifications:

  • CompTIA A: A foundational certification covering essential IT skills, including troubleshooting, networking, and security.
  • ITIL Foundation: An understanding of IT service management best practices, focusing on delivering quality IT services.
  • Microsoft Certified: Fundamentals: Certifications like Microsoft 365 Fundamentals or Azure Fundamentals can be beneficial.

Soft Skills:

  • Strong communication skills for effectively interacting with end-users.
  • Problemsolving abilities and a customer-focused approach.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Package & Remuneration:

  • Basic Salary
  • Medical Insurance
  • Funeral Cover

Remote Work:

No

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