Job Description:
Printer Technician / Help Desk Support

An International Office Automation Group is looking for an experienced Printer Help Desk Support Agent.

Relevant certifications required.

Provide 1st and 2nd line support, with the aim of effecting high percentage of remote fixes
Logging and tracking of incidents in both the customer’s and the company’s call management systems
Accurate logging of calls/requests with both concise and clear instructions to enable the Service Partner and Technicians to effect a high percentage of first time fixes
Manage and monitor customer’s SLA to ensure service delivery is provided in line with contractual agreements
Track and manage delivery of consumables alerts and MADC requests. Action on site, where relevant
Act as the central point for queries and complaints
Ensure accurate records are maintained of service call details
Complete designated technical tasks as required by COM and Service Delivery Manager. Action on site, where relevant
To support the company in the delivery of a Managed Print Service solution
Manages day to day activities and works closely with the Customer Operations Manager to maintain customer satisfaction and contract compliance
To support the Business Operations Team in ensuring accurate support of the Managed Print Service solution
Education:

Matric / Gr 12
Recognized technical qualification/s
Demonstrable experience of manufacturer’s technology training
Experience:

Experience in Technical Support activity of 2-3+ years
Customer Service experience in excess of 2+ years
Experience in basic software or application support of 2+ years
Experience, ideally in a break fix environment; working with both colour and mono laser printers, including MFDs, and/or copier technology