IT Hardware Support Specialist
Location: Cosmo City, Johannesburg
Terms: Full Time
Salary: R 18 000 – R 25 000 CTC per month.
About the Company
The company offers cost effective and sustainable leasing solutions to companies and institutions alike to help them finance and purchase the technology they need to run their business efficiently and keep their IT equipment up to date.
About the Role
Provide quality assurance, support, education and guidance in the upgrades, build, deployment and maintenance of laptops, PC’s, and related computer equipment as well as diagnosing and resolving technical problems.
Apart from the job specs we are looking for a person who can work in a high pressure, time based, big volumes, production line type of environment. The warehouse is a very difficult environment to work in as it is very cold in winter and very hot in summer not including any of our other challenges.
The ideal candidate will be working on troubleshooting, assessing and replacing/repairing hardware on laptops, desktops, servers and printers. Software comes into play but it is only loading firmware and the standard operating systems onto the assets/computers – the client will load the additional software that they will need.
The ideal candidate will have to meet tight timelines in getting orders out to clients. They need to be adaptable in working on different orders and or in a different section of the operations team. Attention to detail is also important for us, in that ideally the asset needs to be right (fully operational) the first time around. We do have a quality control department, but their focus is to catch unfunctional assets before it goes out to the client, not to continuously fix another technician’s oversights or mistakes.
Key Responsibilities
Technical Support
- Prepare orders per Customer requirements following internal procedures.
- Ensure all equipment dispatched is completed to order specification.
- Update spreadsheets with details of ordered equipment.
- Perform Quality Control on assessed and prepared equipment.
- Provide Technical Support on laptops, desktops, and related equipment as and when required.
- Perform Onsite assessment & data erasure as and when required.
- Perform BIOS update across various OEM’s including laptop, desktops, and all related assets.
- Assist receiving department with all related technical questions on returned assets.
- Assist other areas and departments when required, may be out of normal work scope.
- Strip, Clean and Rebuild returned assets before assessment.
- Inspect assets for aesthetic defects, hardware configuration and OS set-up.
- Perform assessment on all returned assets (Desktops, Laptops, Servers, Printers, Networking Equipment).
- Perform Data Erasure on all returned assets using internal systems.
- Perform Level 1 repairs on Desktop PCs & Laptops as and when required.
- Perform equipment maintenance when required.
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 company 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 relationships
Internal
- Head of Business Unit Functions
- Internal Subject Matter Experts
- Reasons for Interaction:
- Ensure compliance to company standards
- Ensure the relevant companies account strategy aligns with and supports the overall company group sales strategy
- Reasons for Interaction:
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 company
- Reasons for Interaction:
Candidate Requirements
Educational Qualifications
- CompTIA A+ / N+
- CompTIA Server+ will be advantageous
Years of Experience
- At least 5 years’ experience in a related IT Hardware repairs & quality control environment.
Other Requirements
- Solid Hardware knowledge across various OEM brands laptop/PC/tablet devices
- Apple MAC OS knowledge, including Repairs.
- Software knowledge on Windows 7 & 10 Including MS Office.
- Setting up drivers, installing and configuring OS
- Strong Analytical Skills
- Excellent Communication & Problem-solving skills.
- Good Business Acumen
- Corporate Governance
- Strong time management skills
- Assertiveness
- Attention to detail
- Conflict management & Professionalism
- Customer relationship management
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
