Job Description

Salary: Market related
Location: Sandton, Johannesburg
Job type: Permanent
Industry: Information Technology
Reference Number: CWR.TM.IS.09052025
COMPANY DESCRIPTION:
Our client is a multi-vendor, value-added solutions provider with branches in Johannesburg, Durban and Cape Town offering Managed IT Services. They are looking for a Technical Manager to join their branch in Sandton, Johannesburg.
JOB DESCRIPTION:
MAIN DUTIES & RESPONSIBILITIES:
HP Warranty portal CSDP

• Download RAW data from CSDP portal to review warranty repair service performance. (KPI report- this get done monthly)
• Log get help tickets when issues arise with warranty or trade part orders. Tickets also get logged when requesting part ETAs.
• Access WISE on CSDP portal to look up error codes and technical troubleshooting.
• Check HP part pricing.
• Download tools such as system board rebranding.
• Assist Mando with HP invoice queries When HP bills us for warranty parts.

Lexmark warranty portal

• Create new claims to order warranty parts.
• Submit claims when repair has been completed.

FM Audit

• Check daily which accounts have stopped reporting and reach out to client advising them account is not reporting. Assist with fixing problem.
• Create new accounts when on boarding new clients.
• Clean up existing accounts by removing old devices when a fleet upgrade has been performed. Remove all not contract devices.
• Add users, internal and customers to FM Audit portal.
• Assist with any other FM Audit escalations or queries.

Daily activities

• Monitor all emails in the support@introserve.co.za inbox. Assist with queries, call logging, escalations, client feedback etc..
• Review all UP calls daily to see workload of each tech, send screen shots of these calls and new unassigned calls to techs. By doing this one can monitor daily activity to ensure calls are being completed. Follow up with techs on and old calls.
• Dealing with all queries, escalations from call center team, printer field services team, UP and WITS technical teams, sales teams, workshop technician, customers.
• Assign calls to field engineers and co-ordinate daily activity. Manage resource allocation at sites when people are off sick, on leave or when additional resources are needed when performing installations.
• Review and sign off on EFT requisitions for outsourced calls.
• Co-ordinate installations of any new printers.
• Assist client with remote support, Any Desk or via SDS portal.
• Assist with creating devices in UP SMAX portal when needed.
• Co-ordinate any stock ordering for own use, bubble wrap, label cartridges for label printer, stickers to be placed on contract printers
• Attend customer meetings (UP and WITS -monthly). Any other ad hoc meetings that have been scheduled.
• Attend internal meetings.
• Escalate calls to HP, Lexmark, Lenovo and Dell as and when the need arises. (DOA requests, technical support requests, Carepack date amendments)
• Assist with stock taking as and when needed.
• Review and process all documentation, expenses claim, return to work interviews, petrol logs sheets, salary deductions etc..
• Co-ordinate and arrange accommodation for field engineers when going to remote site.
• Create new customers in accounts in BPO. Add user and devices in BPO.
• Escalate BPO issues to CO3 (New user licensing, error messages etc.)
• Staff - Reviews, disciplinary actions (warnings letters etc.), mentoring.
• Ensure all staff HP certification remains up to date. Create training schedules to ensure training completion deadlines are met.
• Monitor daily call close in BPO and Ability
• Create collection and delivery requests for loans that need to go to site or be collected.

EDUCATIONAL REQUIREMENTS:

• Grade 12
• Relevant tertiary qualification in Information Technology, Management or other technical related studies

EXPERIENCE AND SKILLS REQUIRED:

• Minimum 3 years management experience within the IT environment
• The ability to work under pressure and to make sound business decisions
• Performance management and good people skills
• Good interpersonal and communications skills
• Above average computer literacy
• Ability to read and interpret financial statements
• Self-motivated
• A leader who leads from the front, developing high standards
• Marketing

POPIA
By Submitting your CV, you confirm that: * We may retain your personal information in our database for future matching.

• We may contact you when suitable opportunities arise.
• The information you have provided to us is true, correct and up to date.

We endeavour to reply to each and every application, however, should you not hear back from us within 14 days please consider your application unsuccessful.