Job Purpose:

• The technician is responsible for the servicing, testing and repairing of computer equipment. This could include PCs, Tablets, Notebooks, PSUs, UPSs, monitors, printers, cash registers and/or other related equipment and components depending on the requirements of the position.
• The technician also provides technical support to customers relevant to the specific area/discipline.

Responsibilities:

Technical Service

• Complete optimum number of repairs per day according to the specific discipline. Keep to a productivity level of 90%.
• Complete work within the turnaround time of less than two days.
• Maintain work rate at above 90% of SLA.
• Maintaining a rework rate of below 3%.
• Follow the correct test process for international brands.
• Log test results on the job management system.
• Accept repairs on job management system immediately after removing the item from the customer store.
• Follow up with customers awaiting feedback and update the notes on job management system. Update the customer on the job progress.
• Return 100% of test stock to service stores within 2 days from receipt.
• Complete applicable forms, such as fault reports, daily.
• Assist the production line with assembly and quality checking (QC) as needed.

Customer Focus

• Communicate with customers in a friendly and professional manner as representative of Mustek.
• Maintain a professional image with the necessary attention to being neatly dressed.

General

• Contributes to team effort by accomplishing related results as needed.
• Stay abreast of technological advancements pertaining to product range.
• Provide customer support, either via e-mail, telephonic or at the front desk.
• Make recommendations to direct superior in terms of growth, better customer service, etc.
• Escalate problems or concerns to Supervisor or Manager without delay so that the necessary solutions can be arranged timeously.

Qualification and Experience:

• Matric
• CompTIA A+
• N+ (Preferred)
• 2 years’ experience as an IT technician
• Basic Electronics will be advantageous
• Driver’s license (Preferred)

Skills and Knowledge:

• Good knowledge of internal quality procedures
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Computer literacy especially in Microsoft applications skills
• Technical skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)