Technical Support Desk Operator

5 days ago

Pretoria, South Africa Fidelity Services Group Full time

**TECHNICAL SUPPORT DESK OPERATOR**

**Fidelity Cash Solutions - CashMaster, Waltloo**

**Reporting to: Admin/Comms Manager CashMaster**

The above position is vacant at CashMaster in Waltloo, reporting to the **Admin/Comms Manager CashMaster**

Technical support officers monitor and maintain the systems and networks of clients of an organization. Supporting the technical team and clients remotely with signals, payment support and remote setup as well as support of device software and trouble shooting. Handling of admin and movement of modem related stock as well as the first line device setup of devices before being installed into the field.

**Minimum Requirements**:

- Matric / Grade 12 / National Senior Certificate
- Windows and Linux qualifications
- Advanced Excel skills
- Outstanding customer service skills
- Excellent technical, problem solving and analytical skills
- Advanced Computer Skills
- Strong written and oral communication skills
- Ability to work weekends and holidays
- Ability to work independent and part as a team
- Ability to work under pressure and meet targets and deadlines
- Able to work effectively in a complicated environment with mínimal management guidance/supervision
- Attention to detail

**Key Performance Areas: (not totally inclusive)**
- Assist Technicians with trouble shooting and device error resolution
- Program Modems, prepping of modem for new and replacement sites
- Box Setups and new installations setups and tests etc.
- Queries CashMaster/FNB/Nedbank/ABSA signal and payment related
- Stock
- PayComplete device setups
- Remote support of PayComplete devices - Client and technical teams
- Train staff on systems/PayComplete

**Core Competencies**
- Assisting technicians when contacted with CashMaster/Nedbank/FNB/ABSA signals by means of confirming whether the safe is transmitting a signal or not
- Assisting technicians with new installations - Setups, tests and signal
- Troubleshooting signal problems - Replacement of modems, antennas or sims etc.
- Pro-active resolution of off boxes - signal problems
- Program new modems when needed
- Setup new devices to new sites
- Queries must be done and dealt with in a fast and professional way
- Stock list must be kept up to date and stock taking must be done every month
- Offices must be neat and tidy at all times
- Any other tasks given by management
- Excellent communication and negotiation skills to persuade and influence others
- Ability to multi-task and prioritize work schedules

**Skills**
- Analytical
- Communication
- Critical thinking
- Diplomacy
- Leadership and team building
- Change management
- Project management
- Persuasion and influencing
- Judgement and decision making
- Service orientation

**We reserve the right not to make an appointment to any advertised position.**

**Fidelity Security 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.

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