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11 Jun 2022

PermanentJob Position for Service Engineer Needed

Crayon Technologies (Pty) Ltd – Posted by JobPost24 Durban, KwaZulu-Natal, South Africa

Job Description

Job Position for Service Engineer Needed

Location: Durban
Job Type: Permanent
Company/Employer: Crayon Technologies (Pty) Ltd
Job Title: Job Position for Service Engineer Needed


Vacancy Details

Location

Durban, South Africa

Salary

R15,000 per month (negotiable based on experience)

Where you’ll work

  • An international Cyber Security software company that offers a complete data security platform to the accounting industry that makes it quick and easy for accountants to secure client data from wherever they work. Clients can take control over their logins and sensitive data in the cloud with password protection, login security, email protection, and more.
  • How you’ll role
  • As a level one Service Engineer, you will be responsible for resolving requests on the platform in a professional and timely manner. The role requires a ‘fix on first call’ approach to issues reported by customers. You will be given a two month training period during which time you will be consistently evaluated based on your performance, work attitude, and competence. Your performance evaluation should at least meet the satisfactory rate to be employed by the company on a probationary status. Should you pass the training, you will be given an opportunity to sign a probationary contract for fourmonths. It is important to note that passing the training program does not necessarily mean passing the probation period. The probation period is stricter, and has higher metrics that you will need to achieve. Success is measured based on overall customer satisfaction, average time taken to resolve issues, and average tickets closed daily.
  • What you’ll do
  • Ticket resolution
  • Comply with the company’s service delivery guidelines, policies and KPI’s
  • Resole service tickets in line with existing service level agreements with clients
  • Contact clients to request further clarification or additional information as requested
  • Setting expectations during the ticket life cycle
  • Technical support
  • Resolve first level technical issues in accordance to best practices and guidelines of service delivery
  • Provide ‘fix on first call’ to customers
  • Manage lifecycle of service tickets in line with established service level agreement with client
  • Relay vital technical information to clients by phone, email, or connectwise
  • Utilise internal resources in troubleshooting issues
  • Technical competencies
  • Add/remove users
  • Add/remove apps
  • Add/remove role
  • Capture new apps
  • Resolve login issues
  • Troubleshoot other support requests

Candidate Requirements

What you’ll need

Strong communication skills both verbal and written

Willingness to grow in the role and learn new skills on the job

Sense of urgency in completing service requests according to service level agreements

Resourcefulness to use the tools provided by the company

Conceptual understanding of customer support

Must be willing and able to work from 8pm to 4am, Monday to Friday

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