Technical Support Agent

Company: Tagmarshal
Position: Technical Support Agent (Technical Support Skills Required)
Commencement: Immediately
Contract: Full time
Work hours: Flexible hours & Shifts: 2pm - 11pm / 6pm - 2am Monday - Sunday
Location: Cape Town, South Africa.
Remuneration: Commensurate with qualifications and experience

Role summary:
Tagmarshal Group is looking for an experienced low-voltage provisioning and hardware
installation Technician who is self-motivated, enthusiastic and willing to become part of a
dynamic fast growing company based in the Cape Town area. The right candidate will be
computer-literate, have IT experience and 3 to 5 years’ experience in low-voltage hardware
configuration, installations, field maintenance and repair. This is a technical position and only
individuals with the necessary skills and experience need apply.

WHY WORK WITH TAGMARSHAL?
Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.

RESPONSIBILITIES:
System & Hardware Configuration
● Create server droplets & setting up server domains
● Zoning and mapping our clients courses
● Perform systems cross checks
● Calibrate our clients courses and hardware to ensure that systems are functioning
optimally and resolve any technical challenges timeously
● Provision and configure mobile phones, tablets, PC’s and GPS devices with the proper
software, cellular sims, and configuration settings prior to shipping to customers
● Follow standard operating procedures and accurately log & update tasks and projects
using the CRM system
● Develop and maintain knowledge by attending regular meetings and training activities to
learn new system features and technologies
● Must be able to work closely with peers and management in the organization to ensure
that high quality solutions are deployed and maintained using consistent technology and
industry best-practice frameworks
● May be required to travel and work extended hours and weekends
● Test, repair and refurbish faulty hardware returned from clients and follow Return
Material Authorization (RMA) processes for in-warranty items
● Troubleshoot hardware and system issues to find permanent, practical solutions
● Monitor & roll out firmware & application updates to ensure that our devices and system
perform optimally

Installation Management & Support
● Remotely manage our site visits by following our standard operating procedures and
assist on site Technicians with troubleshooting
● Perform Hardware installations at client premises as and when required
● Offer technical support to internal staff and troubleshoot technical issues for clients via
phone, in person, or remotely as required

REQUIREMENTS:
Computer-literate
Strong organizational skills to manage various tasks, schedules, and resources efficiently
To firmly buy in, into the "A customer's problem is my problem" principle
The ability to collaborate with colleagues and a team player who communicates well at all times
To build a good rapport with clients and represent Tagmarshal in a professional manner at all times.
Effective communication skills (verbal & written) to be able to efficiently interact with team members, managers, and external stakeholders
The ability to identify and resolve operational issues, areas of improvement and recommend workable solutions
Analyze data, track key performance indicators (KPIs), and make data-driven decisions
Attention to detail
Maintain the Integrity of our data for accurate data analysis and KPI reporting
Effective time management and the ability to prioritize tasks & projects in line with business priorities
The ability to adapt to changing circumstances and handle unexpected challenges
Leadership skills to manage teams and projects effectively
Ability to establish and maintain good working relationships and communication with decision makers, stakeholders, department heads and end-users
Driven and self-motivated
Great customer service and interpersonal skills
To maintain a positive and professional demeanor and professional appearance at all times
Ability to work independently and without supervision
To be outcomes driven - challenges: take the initiative to identify solutions to problems and own the process of implementing the fix
Ability to apply strong troubleshooting, problem-solving and critical thinking skills

RELEVANT EDUCATION AND EXPERIENCE:

Required
● Matric
● Experience with CRM systems
● A good understanding of DC low voltage wiring circuits
● Field installation and maintenance experience
● Experience in the automotive or electronic security industry
● Experience in desktop/laptop/tablet setup, configuration and software repair

Advantageous
● Experience working with remote teams
● Graduate Studies
● Supervisory or team leadership experience
● IT certification & Skills (CompTIA A+, Linux skills, VMWare, endpoint device management)