IT Field Technician (New Castle) - 2 Months Contract - Newcastle

MAIN JOB PURPOSE: Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.


KPA OUTPUTS: CUSTOMER RELATIONSHIP MANAGEMENT:
- Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
- First time fix rate and recall rate under the stipulated requirements.
- Maintain customer relationship.


INTERNAL PROCESSES:
- Be productive based on the calls allocated to them.-
- Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
- Maintain and manage sufficient boot stock.
- Complete administration within time frames as per policies.
- Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
-Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).


HUMAN CAPITAL:
- Complete own training and development objectives as per agreed timelines in the personal development plan.
- Ensure that all policies and procedures are followed according to the company requirement.

SUMMARY OF COMPETENCIES: QUALIFICATIONS AND EXPERIENCE:
- Matric or other equivalent qualification preferable
- A + and N + Qualification
- 2 years’ experience in maintaining equipment in an IT environment
- 2 - 3 years ATM/POS/Electro Mechanical Skills/Person which was in a Technical High School experience will be an advantage
- Computer literate in relevant operating system


KNOWLEDGE AND SKILL:
- Mechanical skills
- Electronic skills
- Soldering skills
- Faultfinding techniques MS Office

ATTITUDE/BEHAVIOUR
- Communication
- Perseverance
- Attention to detail
- Dedication to Customers
- Flexibility
- Self-Development
- Integrity
- Problem Analysis Output orientated