Job Description

Job Purpose:

The technician is responsible for the servicing, testing and repairing of computer equipment. This could include PCs, Tablets, Notebooks, PSUs, UPSs, monitors, printers, cash registers and/or other related equipment and components depending on the requirements of the position. The technician also provides technical support to customers relevant to the specific area/discipline.

Responsibilities:

Technical Service

Complete optimum number of repairs per day according to the specific discipline. Keep to a productivity level of 90%. Complete work within the turnaround time of less than two days. Maintain work rate at above 90% of SLA. Maintaining a rework rate of below 3%. Follow the correct test process for international brands. Log test results on the job management system. Accept repairs on job management system immediately after removing the item from the customer store. Follow up with customers awaiting feedback and update the notes on job management system. Update the customer on the job progress. Return 100% of test stock to service stores within 2 days from receipt. Complete applicable forms, such as fault reports, daily. Assist the production line with assembly and quality checking (QC) as needed.

Customer Focus

Communicate with customers in a friendly and professional manner as representative of Mustek. Maintain a professional image with the necessary attention to being neatly dressed.

General

Contributes to team effort by accomplishing related results as needed. Stay abreast of technological advancements pertaining to product range. Provide customer support, either via e-mail, telephonic or at the front desk. Make recommendations to direct superior in terms of growth, better customer service, etc. Escalate problems or concerns to Supervisor or Manager without delay so that the necessary solutions can be arranged timeously.

Qualification and Experience:

Matric CompTIA A+ N+ (Preferred) 2 years' experience as an IT technician Basic Electronics will be advantageous Driver's license (Preferred)

Skills and Knowledge:

Good knowledge of internal quality procedures Knowledge of ICT industry Product offering software and hardware technical knowledge Computer literacy especially in Microsoft applications skills Technical skills Problem solving skills (analytical) * Good communication skills (verbal and written)