Job Description
About the Role
As a Technical Support Analyst at ATM.SA, you will be responsible for providing exceptional end-user support to our clients in the Cape Town region. As a German-speaking technical expert, you will play a critical role in resolving product malfunctions and ensuring seamless operations. Your excellent communication skills and technical knowledge will enable you to build strong relationships with our clients and provide timely resolutions.
Key Responsibilities
- End-User Support: Handle incoming calls and respond to support emails about product malfunctions (screens, hardware, and content).
- Log all issues accurately in the Cloud Base system and escalate where necessary.
- Build and maintain strong relationships with end-users through clear and professional communication.
- Monitoring & Troubleshooting: Conduct reactive monitoring of error messages and malfunctions, perform proactive monitoring when required to prevent outages, and troubleshoot basic technical issues to provide first-line resolutions.
- Coordination With Field Services: Work closely with the Field Services team for maintenance, repairs, or hardware swap requirements, ensuring smooth case handovers and follow-up as needed.
- Record Keeping & CMDB Updates: Update the CMDB (Configuration Management Database) after hardware swaps or replacements, ensuring all devices and configuration details are accurately captured.
Requirements
- Matric (Grade 12)
- Clear criminal record
- Clear credit check
- 12 years of experience in a call centre or technical support environment (advantageous)
- Basic understanding of hardware troubleshooting and monitoring systems
- Experience with ServiceNow or similar ticketing tools (advantageous)
Qualifications
No formal qualifications mentioned.
Salary & Benefits
Salary information not specified.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Western Cape
The IT and computing industry is a thriving sector in Western Cape, with many opportunities available to those interested in pursuing a career in this field. Generally, the job market in this area tends to be competitive, with a high demand for skilled professionals who can meet the technological needs of various industries. Typically, these roles involve working on software development, system administration, and data analysis.
When it comes to salary expectations, it’s difficult to pinpoint exact figures due to varying factors such as experience, company size, and industry sector. However, broad ranges are possible. For example, entry-level positions in IT typically range from R300 000 to R500 000 per annum, while more senior roles can command salaries between R600 000 and R1 million or more, depending on the individual’s qualifications and experience. Experienced professionals can also expect to earn higher salaries, often above R1 million, especially if they are in high-demand positions.
Common skills required for IT roles include proficiency in programming languages such as Java, Python, and C++, as well as experience with software development methodologies like Agile and Scrum. Strong understanding of database management systems, cloud computing platforms, and data analysis tools is also highly valued. Additionally, excellent problem-solving skills, strong communication abilities, and a commitment to ongoing learning and professional development are essential for success in this field.
The IT industry is commonly found in various sectors, including the technology industry, financial services sector, manufacturing sector, and government institutions. These industries often require IT professionals to design, develop, and implement software solutions that meet their specific needs. In addition to traditional roles like software development, there are also opportunities for IT professionals to work in consulting, testing, and support.
For those interested in advancing their careers, opportunities exist for professional growth and development. Many companies offer training programs, mentorship schemes, and networking events to help employees develop new skills and stay up-to-date with industry trends. With experience, individuals can move into leadership positions or start their own IT consulting businesses. Furthermore, certifications like CompTIA A+, Cisco CCNA, and Microsoft MCSA demonstrate a commitment to professional development and can enhance job prospects.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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