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Onsite Support Technician

Job Ref
266380
Job Type
Both
Employer Type
Recruitment Agency
Date Added 7 Jun 2017
Expiry Date 5 Jul 2017
* There have been 104 applications to this job.
* This job has been viewed 5203 times.
Employer:
BCX 1

Location:
Kwazulu-Natal

Salary:
Market related

Benefits:
Medical Aid, Pension Fund, Gap Cover


Role details:
The purpose of the job is the onsite installation, maintenance and service of UCS Technology Services customer sites.

--OWN CAR AND VALID DRIVERS LICENSE REQUIRED--
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Outputs to be delivered by this position
Ensuring quality onsite support to all clients (40%)
• Deliver On site support as prescribed by the SLA for all clients.
• Maintain a 95% SLA as per on site departments goal per month.
• Maintain 80% productivity for the month.
• Reduce the average time per on site call to 120minutes per call per month.
Provide all information or documentation required to complete a call or project (30%)
• Have all documentation completed per call or project and submitted within the time allocation.
• Complete all information required to close or update a call on simplicity.
• Provide feedback to clients on status of calls.
Ensures high levels of co-operation with other business units / departments in UCS and external to achieve client satisfaction and business growth (30%)
• Maintain good relations with all internal departments and assist where required and within the time frame.
• Maintain good relations with all external business and assist where required and within the time frame.
• Identify business growth within existing clients and new clients.
Tasks to be performed to deliver the required outputs
1. Quality client service
• Meet service level standards for onsite. (based on Client SLA)
• Maintain a 95% SLA for all clients for the month with an average time of 120 minutes per call
• Maintain 80 % productivity for the month.
• Maintain cost effective analysis of each call or project.
2. Provide all information
• Submit job cards weekly for capturing and billing to the regional manager.
• Submit all sign off documentation for projects after completion of the project to the responsible department or person.
• Update or close calls with all the necessary information immediately after completion of the call.
• Provide feedback or updates to the clients or responsible person on the status of the call.
3. Co-operation with other internal departments and identify business growth
• Maintain clear communication with all internal departments and update when required.
• Maintain clear communication with all external departments and update when required.
• Submit stock takes by the 1st working day of the month.
• Identify business growth in existing clients and new clients. By ad hoc billing or reporting on new business to relevant parties. (SDM or AM)
Job Requirements
Knowledge & Experience required doing the job
• Matric or equivalent
• At least 3 – 5 years’ experience in PC hardware support
• Good working knowledge of the applications installed on site
• Good understanding of the customer’s expectations
• Excellent understanding of Fuel and retail Specifications and Standards
• Excellent understanding of the forecourt retail environment
• Excellent understanding of the hardware equipment which includes PC’s, Pumps, Cabling, FSC, SEFT, electrical etc.
• Good understanding of Retail Best Practises and basic accounting skills
• Good knowledge of hardware and operating systems.
• Good understanding of the total UCS business model.
• In depth knowledge of the customer business environments.
• In depth understanding of the client’s SLA’s and how they are set up.
• Good understanding of the retail service lines.
• Good knowledge of IT trends.
Skills / Abilities required doing the job
• Good people skills.
• Good verbal and written communication skills.
• Ability to analyse customer needs and devise solutions.
• Good decision making skills.
• An ability to handle pressure.
• Strong problem-solving and conflict-handling skills.
Personal attributes required for this job
• Team player.
• Goal-driven and ambitious.
• Analytical thinker.
• Proactive.
• Passion for customers.
• Good listener.
• Dynamic and adaptable.
• Good self-discipline and control.
Additional Requirements
• Requires flexibility to work long hours and after hours.
• Be prepared to be on standby during the week and after hours (24 x 7)
• Requires overnight travel away from home from time to time.
• Own vehicle (petrol reimbursed according to policy)
• Any other instruction handed down by the line manager from time to time.
• Valid passport



 
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