Description:
TECHNICAL SUPPORT DESK SUPERVISOR
Fidelity Cash Solutions – CashMaster, Midrand
Reporting to: Admin/Comms Manager CashMaster
The above position is vacant at CashMaster in Midrand, reporting to the Admin/Comms Manager CashMaster
The Technical Support Supervisor will be responsible for monitoring and maintaining the systems and networks of the business unit’s clients. This role involves supporting both the technical team and clients remotely, ensuring smooth operations through troubleshooting, signal monitoring, payment support, and remote setup assistance. Additionally, the position requires administrative oversight, stock management of modems, and generating necessary reports for management.
Minimum Requirements:
- Matric / Grade 12 / National Senior Certificate
- Windows and Linux qualifications
- Advanced Excel skills
- Outstanding customer service skills
- Excellent technical, problem-solving and analytical skills
- Advanced Computer Skills, Excel, and Power BI
- Strong written and oral communication skills
- Ability to work weekends and holidays
- Proven ability to supervise a team
- Ability to work under pressure and meet targets and deadlines
- Able to work effectively in a complicated environment with minimal management guidance/supervision
- Attention to detail
Key Performance Areas: (not totally inclusive)
- System & Network Monitoring:
- Ensure continuous uptime and performance of client networks and systems.
- Identify and resolve technical issues related to signals and connectivity.
- Client & Technical Team Support:
- Provide remote technical assistance to clients for setup, troubleshooting, and software-related issues.
- Assist the technical team with complex problem resolution and escalations.
- Software & Device Troubleshooting:
- Support and troubleshoot software and hardware-related concerns on client devices.
- Configure and update device software as needed.
- Payment & Service Support:
- Assist clients with payment-related support, ensuring seamless service continuation.
- Monitor service activation and deactivation processes.
- Stock & Admin Management:
- Handle movement, tracking, and inventory of modems and other technical stock.
- Maintain accurate stock records and coordinate stock distribution.
- Reporting & Documentation:
- Prepare and maintain reports related to technical support activities, stock movement, and service performance.
- Provide regular updates to management regarding key technical and operational metrics.
Core Competencies
Technical Expertise
- Strong understanding of system and network monitoring.
- Proficiency in troubleshooting signals, connectivity issues, and device software.
- Experience with remote technical support and problem resolution.
Customer Support & Communication
- Ability to provide excellent remote client support and technical assistance.
- Strong communication skills to explain complex technical issues in simple terms.
- Customer-focused approach to resolving payment and service-related concerns.
Problem-Solving & Troubleshooting
- Analytical thinking for diagnosing and resolving hardware/software issues.
- Ability to handle escalations and assist the technical team with complex challenges.
- Quick decision-making to minimize downtime and service interruptions.
Inventory & Administrative Management
- Strong organizational skills to track and manage modem stock and other technical inventory.
- Ability to maintain detailed records and ensure accurate documentation.
- Proficiency in generating reports and providing insights to management.
Process & System Efficiency
- Able to work effectively in a complicated environment with minimal management guidance/supervision
- Strong attention to detail in handling service payments and related support.
- Capability to implement and optimize administrative and technical support processes.
- Strong written and oral communication skills
- Ability to work weekends and holidays
- Ability to work independent and part as a team
- Ability to work under pressure and meet targets and deadlines
Skills
- Strong technical troubleshooting and problem-solving skills.
- Experience in network/system monitoring and support.
- Proficiency in remote support tools and software troubleshooting.
- Excellent organizational and administrative abilities.
- Strong communication skills for client interactions.
- Ability to generate reports and manage inventory effectively.
- Project Management
We reserve the right not to make an appointment to any advertised position.
Whilst preference is given to existing employees at all times and the choice made purely on merit, Historically Disadvantaged Candidates and Disabled Candidates are encouraged and supported in the FSG team.
Fidelity Security Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful. E and OE
Requirements:
- Matric / Grade 12 / National Senior Certificate
- Windows and Linux qualifications
- Advanced Excel skills
- Outstanding customer service skills
- Excellent technical, problem-solving and analytical skills
- Advanced Computer Skills, Excel, and Power BI
- Strong written and oral communication skills
- Ability to work weekends and holidays
- Proven ability to supervise a team
- Ability to work under pressure and meet targets and deadlines
- Able to work effectively in a complicated environment with minimal management guidance/supervision
- Attention to detail
- Ensure continuous uptime and performance of client networks and systems.
- Identify and resolve technical issues related to signals and connectivity.
- Provide remote technical assistance to clients for setup, troubleshooting, and software-related issues.
- Assist the technical team with complex problem resolution and escalations.
- Support and troubleshoot software and hardware-related concerns on client devices.
- Configure and update device software as needed.
- Assist clients with payment-related support, ensuring seamless service continuation.
- Monitor service activation and deactivation processes.
- Handle movement, tracking, and inventory of modems and other technical stock.
- Maintain accurate stock records and coordinate stock distribution.
- Prepare and maintain reports related to technical support activities, stock movement, and service performance.
- Provide regular updates to management regarding key technical and operational metrics.
- Strong understanding of system and network monitoring.
- Proficiency in troubleshooting signals, connectivity issues, and device software.
- Experience with remote technical support and problem resolution.
- Ability to provide excellent remote client support and technical assistance.
- Strong communication skills to explain complex technical issues in simple terms.
- Customer-focused approach to resolving payment and service-related concerns.
- Analytical thinking for diagnosing and resolving hardware/software issues.
- Ability to handle escalations and assist the technical team with complex challenges.
- Quick decision-making to minimize downtime and service interruptions.
- Strong organizational skills to track and manage modem stock and other technical inventory.
- Ability to maintain detailed records and ensure accurate documentation.
- Proficiency in generating reports and providing insights to management.
- Able to work effectively in a complicated environment with minimal management guidance/supervision
- Strong attention to detail in handling service payments and related support.
- Capability to implement and optimize administrative and technical support processes.
- Strong written and oral communication skills
- Ability to work weekends and holidays
- Ability to work independent and part as a team
- Ability to work under pressure and meet targets and deadlines
- Strong technical troubleshooting and problem-solving skills.
- Experience in network/system monitoring and support.
- Proficiency in remote support tools and software troubleshooting.
- Excellent organizational and administrative abilities.
- Strong communication skills for client interactions.
- Ability to generate reports and manage inventory effectively.
- Project Management
07 Apr 2025;
from:
careers24.com