IT Equipment Repair Technician

KEY RESPONSIBILITIES

Technical Responsibilities Customer Service 

• Warranty, Guarantee & Repair claims management
• Contact clients who have logged tickets and update account managers accordingly 
• Client expectation management
• Meeting SL
• Troubleshoot to diagnose client issues telephonically or off-site if required
• Contacting client to find out if they are happy before closing logged tickets

Quality Check

• Check Equipment aesthetics
• Check Equipment specifications 
• Check Hardware functionality 
• Check Software functionality 
• Confirm serial numbers of equipment

Equipment assessment 

• Faulty unit returns assessment and reporting
• Assessment of damaged equipment to determine warranty status
• Bill for CIF on equipment
• Assess and quote OOW and NQE repairs required by clients

Administration

• Update Technical details in ticket system when loaded 
• Request replacement unit from Outbound or stock team if I am preparing unit myself
• QC equipment and prepare paperwork to deliver replacement unit to client
• Drive to clients to resolve queries that require onsite attention
• Request couriers for delivery and collection of replacement and faulty units respectively
• Prepare monthly support report
• Respond to e-mails from clients

Core Responsibilities: Governance, Risk and Business Continuity Management·       

• Adhere to the appropriate governance systems, i.e. policies, procedures and reporting structures.     
• Continually assess the competitiveness of all operations programs and practices against the relevant comparable companies, industries and markets.  
• Stay up to date of new trends and innovations in operations.  
• Manage business risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs.  
• Lead and guide improvement projects that will increase profits or protect against risks in the function.  
• Establish and maintain the highest ethical standards in operations practices.   
• Ensure that the business unit is fully compliant with all Innovent initiatives through conducting regular audits and taking corrective action. 

 External Parties and Relationship Management

• Oversee relationship with service providers and partners and ensure all the services are delivered properly, evaluate performance and report any deviations to the relevant department for any corrective actions.  
• Manage relationships with operational Heads and other Group Executives and act as a trusted advisor.  

Accountability 

Revenue under management Budget under management 

Communications & Working RelationshipsInternal:  

• Head of Business Unit Functions (Operations, Cams, etc)
• Internal Subject Matter Experts

Reasons for Interaction:

• Ensure compliance to Company Standards 
• Ensure the relevant Group account strategy aligns with and supports the overall Group sales strategy

External: 

• Service Providers (External vendor/service provider etc)
• External advisors/consultants (Subject matter experts)

Reasons for Interaction:     

• Provide thought leadership  
• Drive collaborative partnerships and innovation within Innovent

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications

• A+ / N+ 

Professional Qualifications

• A+ / N+ 

Years of Experience

• At least 5 years’ experience in a related IT Warehouse/ Helpdesk Support or Quality Control Environment

Other requirements

• Hardware knowledge across various OEM brands laptop/PC/tablet devices
• Apple MAC OS knowledge
• Software knowledge on Windows Vista, XP, 7, 8/8.1 and 10. - Including MS Office
• Setting up drivers, installing and configuring OS
• Good Business Acumen  
• Corporate Governance  
• Auditing processes  
• Assertiveness 
• Attention to detail 
• Work well under pressure
• Good Coordination and Organisation skills 
• Conflict management  
• Professionalism  
• Customer relationship management  

COMPETENCIES

Behavioral Competencies

• Delivering Results:  Meticulous – Checking Things
• Delivering Results:  Reliable – Meeting Timescales
• Solving Problems:  Factual – Documenting Facts
• Solving Problems:  Rational – Interpreting Data
• Solving Problems:  Analytical – Examining Information
• Adapting Approaches:  Change Orientated – Embracing Change
• Delivering Results:  Striving – Pursuing Goals
• Delivering Results:  Organised – Managing Tasks

Learned Competencies

• Product/Service knowledge
• Customer Focus

Hygiene Factors

• Copes with Change
• Desire to Develop & Grow
• Integrity, Values & Trust
• Logical Thinker
• Passion for customers & Excellence
• Works well Under Pressure