IT Support Field Technician

SUMMARY:
Our client is on the lookout for an IT Support Field Technician to join their team in Cape Town. This role will provide essential software and hardware support to their clients, with a strong focus on installations, troubleshooting, and customer satisfaction.

POSITION INFO:
Key Responsibilities:

• Provide software and hardware support for all our products (including time & attendance systems, access control, and CCTV).
• Manage new installations, service requests, and ongoing customer support.
• Coordinate stock collection from service providers and ensure smooth communication with Head Office for any queries.
• Schedule and attend customer appointments for installations, service requests, training, and product demonstrations.
• Build and maintain solid business relationships with clients to ensure a high level of customer satisfaction.
• Manage and execute service calls and new installations (both hardware and software) within the agreed timeframe and ensure profitability.
• Troubleshoot, diagnose, and resolve customer queries in a timely and efficient manner.
• Follow standard escalation procedures for unresolved issues, ensuring the appropriate internal teams are engaged.
• Provide prompt and accurate feedback to customers.
• Ensure accurate recording, tracking, and closure of all service issues.
• Perform onsite networking fault prevention and resolve onsite challenges.
• Prepare detailed and timely reports on activities, installations, and support services.

• Minimum 2 years’ experience in the time & attendance, access control, and CCTV field is preferred.
• At least 3 years’ field support experience in IT or telecommunications.
• A+, N+ certification and solid networking experience.
• Strong problem-solving skills and the ability to work under pressure.
• Punctual, reliable, and trustworthy with excellent written and verbal communication skills.
• A valid driver’s license and willingness to travel to customer sites.