TECHNICAL SUPPORT DESK OPERATOR Fidelity Cash Solutions – CashMaster, Waltloo Reporting to: Admin/Comms Manager CashMaster The above position is vacant at CashMaster in Waltloo, reporting to the Admin/Comms Manager CashMaster.
Technical support officers monitor and maintain the systems and networks of clients of an organization.
Supporting the technical team and clients remotely with signals, payment support and remote setup as well as support of device software and troubleshooting.
Handling of admin and movement of modem-related stock as well as the first line device setup of devices before being installed into the field.
Minimum Requirements: Matric / Grade 12 / National Senior CertificateWindows and Linux qualificationsAdvanced Excel skillsOutstanding customer service skillsExcellent technical, problem solving and analytical skillsAdvanced Computer SkillsStrong written and oral communication skillsAbility to work weekends and holidaysProven ability to supervise a teamAbility to work under pressure and meet targets and deadlinesAble to work effectively in a complicated environment with minimal management guidance/supervisionAttention to detailKey Performance Areas: (not totally inclusive) Assist Technicians with troubleshooting and device error resolutionProgram Modems, prepping of modem for new and replacement sitesBox Setups and new installations setups and testsQueries CashMaster/FNB/Nedbank/ABSA signal and payment relatedStock managementPayComplete device setupsRemote support of PayComplete devices - Client and technical teamsTrain staff on systems/PayCompleteCore Competencies Assisting technicians with CashMaster/Nedbank/FNB/ABSA signals by confirming whether the safe is transmitting a signalAssisting technicians with new installations – Setups, tests and signalTroubleshooting signal problems – Replacement of modems, antennas or SIMsPro-active resolution of signal problemsProgram new modems when neededSetup new devices to new sitesQueries must be dealt with in a fast and professional wayStock list must be kept up to date and stock taking must be done every monthOffices must be neat and tidy at all timesAny other tasks given by managementExcellent communication and negotiation skillsAbility to multi-task and prioritize work schedulesSkills AnalyticalCommunicationCritical thinkingDiplomacyLeadership and team buildingChange managementProject managementPersuasion and influencingJudgment and decision makingService orientation
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