Job Description

Annexure A -

ROLE PROFILE

Job Title:




Technical Helpdesk Operator




Reports to:




Technical Helpdesk Supervisor




Department:




Technical Helpdesk




Location:




Manchester Park, Durban

PURPOSE

OF THE ROLE

Provide first-line technical support for all IDS & Amecor-manufactured and distributed products, including security systems, communicators, CCTV, and access control solutions. The role involves resolving customer queries, allocating products, and ensuring a high standard of service delivery.

RESPONSIBILITIES / ACCOUNTABILITIES

Key Responsibilities

Handle incoming technical support calls professionally and efficiently. Respond to email queries promptly and accurately. Allocate security products to customer profiles based on invoicing. Maintain clear and courteous communication with customers. Deliver exceptional technical support across all IDS products Ensure accurate and timely communication with customers Stay up to date with new product developments and features

Please note this job description is not exhaustive nor limited to the details contained within

PROFESSIONAL QUALIFICATIONS/ EXPERIENCE

Qualifications:
Grade 12 (Matric) Reliable transport to and from work Experience in technical support (telephonic or on-site)

KEY COMPETENCIES / PERSONAL ATTRIBUTES

Strong communication and customer service skills Proficiency in MS Office and email platforms Basic IP networking knowledge Familiarity with troubleshooting principles Experience in the security industry is advantageous Presentable and professional demeanour Ability to follow instructions and work independently

EE candidates will be given preference

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.
As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.