Description:
Key Responsibilities
End-User Support
· Handle incoming calls and respond to support emails about product malfunctions (screens, hardware, and content).
· Log all issues accurately Cloud Base system and escalate where necessary.
· Build and maintain strong relationships with end-users through clear and professional communication.
Monitoring & Troubleshooting
· Conduct reactive monitoring of error messages and malfunctions.
· Perform proactive monitoring when required to prevent outages.
· Troubleshoot basic technical issues and provide first-line resolutions.
Coordination With Field Services
· Work closely with the Field Services team for maintenance, repairs, or hardware swap requirements.
· Ensure smooth case handovers and follow up where needed.
Record Keeping & CMDB Updates
· Update the CMDB (Configuration Management Database) after hardware swaps or replacements.
· Ensure all devices and configuration details are accurately captured.
Additional Duties
· Perform other ad hoc tasks related to the Statement of Work (SOW).
· Support continuous improvement by identifying recurring issues.
Requirements:
Minimum Requirements
· Matric (Grade 12) – essential
· Clear criminal record
· Clear credit check
· 1–2 years’ experience in a call centre or technical support environment (advantageous)
· Basic understanding of hardware troubleshooting and monitoring systems
· Experience with ServiceNow or similar ticketing tools (advantageous)