Technical Support Specialist - Durban

  • Scoop Distribution
  • Durban, South Africa
  • 11 Apr, 2018
Full time Tech Support and Helpdesk Networking General Information Technology

Job Description

Scoop Distribution (Pty) Ltd requires a Technical Support Specialist for our Durban Branch. This position is ideal for a tech-enthusiast who wants to expand their tech-skills.  You will be required to manage all technical support queries relating to our product range as well as receiving, troubleshooting, and resolving any queries with regards to our hardware returned by our customers. It requires exceptional understanding of hardware and software functionality, as well as superior communication skills to deliver simple explanations regarding complex concepts. Researching products details regarding RMA will be required as well as having a clear understanding of faults and reasons for hardware returns.  Validation of suspected technical faults will be required. The Technical Support Specialist will report directly to the Durban Branch Manager.

Tasks:

* In-house customer support

* Telephonic support for customer related support queries

* Fault finding for hardware related returns

* Receive returned hardware from customers and determine customer warranty and vendor warranty status

* Troubleshoot devices upon receipt

* Follow procedures to troubleshoot returned hardware, and document all details found during the investigative process, and the steps taken to rectify the problem

* Update case notes/RMA status in a comprehensive manner for future reference/analysis

* Communicate with Customer's on progress and findings

* Maintain tools and test equipment at their work station and within the department.

* Communicate effectively with CTO to escalate cases, communicate concerns, and prioritise incoming cases

Qualifications

* N+ and/or Strong TCP/IP knowledge
* Experience with Ubiquiti, Mikrotik products
* Knowledge on VoIP products

* 1-3 Years experience with electronic hardware installation or repair

* Ability to track many concurrent tasks and projects effectively

* Willing to step outside their duties to help the team meet company goals

* Focused, detail oriented and able to work in a fast-paced and constantly changing environment

* Excellent written and verbal communication skills

* Be able to work well within a team