Customer Support Technician

Immersive Technologies Pty Limited; Johannesburg; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Immersive Technologies Pty Limited in Johannesburg seeks a hands-on Customer Support Technician to install, service and upgrade simulators across South Africa and the broader region. The role combines fieldwork with remote support, and involves travel to international sites as required.

You will deliver formal product training, troubleshoot complex issues, and build strong customer relationships while maintaining high service standards. Fluency in English and strong communication are essential.

Qualifications

• Diploma or degree in Mechanical/Electrical/Electronics/IT or closely related technical field.
• Approximately 2–4 years of hands-on technical support, service, installation or maintenance experience.
• Practical exposure to electrical and mechanical work, with understanding of low- and high-voltage applications.
• Knowledge of computer hardware, software installation and configuration, and Microsoft Office.

Responsibilities

• Install, commission, maintain, service, repair and upgrade equipment simulators at customer sites.
• Connect simulator components and troubleshoot errors or connection issues.
• Perform electronic fault finding, including board-level diagnostics when required.
• Adjust, repair and fault-find electromechanical parts such as pedals, joysticks, switches and dials.
• Assemble components and fit panels using appropriate tools.
• Replace hardware and complete software/system upgrades or replacements.
• Service supporting equipment like compressors and projectors.
• Provide remote, telephone and email technical support, including after-hours on-call.
• Deliver product training and practical guidance to improve customer confidence and competence.
• Develop and maintain strong customer relationships and satisfaction.

Skills

Fluent English

Clear communication

Independent work

Travel readiness

Manual handling

Education

Engineering degree (Mech/Elect/IT)

Tools

Computer hardware

Software installation

Networking basics

AV/projector tech

Job description

The opportunity

Immersive Technologies is a world leader in training simulators for the global mining industry. Our solutions help customers improve operator productivity, maintenance outcomes and safety.

We are looking for a hands-on Customer Support Technician, based in Johannesburg, with the technical aptitude, experience and passion to provide excellent field-based and remote support. The role combines installation, commissioning, maintenance, repair, upgrades, fault finding, customer support and product training for equipment simulators across South Africa, the wider African region and internationally as required.

Work Eligibility

Applicants must already be legally eligible to work in South Africa. The company will not provide work-visa sponsorship or relocation support for work authorisation.

What you will do

• Install, commission, maintain, service, repair and upgrade equipment simulators at customer sites.
• Connect simulator components, including projectors, motion bases, operator controls and computers, and troubleshoot errors or connection issues.
• Perform electronic fault finding, including board-level diagnostics where required.
• Adjust, repair and fault-find electromechanical parts such as vehicle pedals, joysticks, switches and dials.
• Assemble component parts and fit panels, brackets, ducting and equipment using appropriate tools.
• Replace hardware, computers and equipment components, and complete software, PC and system upgrades or replacements.
• Service supporting equipment such as small compressors, air-conditioning filters and projectors.
• Provide remote, telephone and email technical support, including participation in an after-hours/on-call roster.
• Deliver formal product training and practical guidance that improves customer confidence, efficiency and competence in using simulator functionality.
• Develop and maintain effective internal and external customer relationships, supporting high levels of customer satisfaction and loyalty.

What you will bring

• A diploma or degree in Mechanical Engineering, Electrical Engineering, Electronics, Information Technology or a closely related technical field.
• Approximately 2-4 years of relevant hands-on technical support, service, installation or maintenance experience.
• Practical exposure to electrical and mechanical work, with an understanding of low- and high-voltage applications.
• Knowledge of computer hardware, software installation and configuration, and Microsoft Office applications.
• Fluent English and clear communication skills.

Useful Technical Experience

• Computer networking and IT-based systems
• Software installation and configuration
• Electronics and electronic fault finding
• Audio-visual systems and projectors
• Automated and mechanical equipment/components
• Strong troubleshooting and diagnostic ability
• Equipment simulators, monitoring systems or gaming machines
• Building access or similar integrated control systems
• Training delivery and time management

About You

• Customer-focused, organised and dependable
• Excellent interpersonal and communication skills
• Comfortable working independently and managing changing priorities
• Able to work in a physically active role involving regular light to medium manual handling
• Willing to travel frequently - around 60-70% during normal workloads - within South Africa and internationally
• Available to support customers outside normal business hours when rostered

What we offer

• Full product training and ongoing support.
• Tools, equipment and personal protective equipment required for the role.
• Laptop and mobile phone.
• Travel-related allowances and compensation in line with company policy.
• Flexible travel scheduling and work arrangements when you are not on a customer site
• The opportunity to support technology that improves operator safety and productivity in global mining.

About Immersive Technologies

We help mining customers improve operator safety, productivity and profitability by bringing together people, processes and technology. Our solutions reduce risk, demonstrate training impact and make training easier to manage.

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