Mining Tech Support Specialist

Isometrix; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Isometrix in Randburg (Johannesburg) seeks a Technical Support Specialist to deliver end-to-end after-sales technical support for the Mining division, remotely and on-site. You will work with channel partners, customers and internal teams to resolve issues within defined SLAs and document analytics.

The ideal candidate has a degree in Electronics or related field, 5 years in a similar role, and strong SQL and MS Office skills.

Qualifications

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL and MS Office.
• Good understanding of electronic and mechanical equipments/ components.
• Good understanding of databases.

Responsibilities

• Provide remote and on site support for the technical teams, contractors, distributions and customer with full issue analytics, root cause analysis, resolution and documentation of any identified technical issues
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Track, compile and report out the SLA stats on a weekly basis.
• Daily management, tracking and monitoring for all the reported issues
• Work closely with internal and external teams to track & resolve the tickets
• Conduct technical trainings for internal and external teams on product portfolio including software application and hardware equipments
• Develop training material and content for technical trainings to ensure effectiveness of the trainings
• Conduct quality audits and on spot checks for the sites installed by internal teams or contractors and document all the findings to ensure the installation quality as per the recommended guidelines and standards
• Taking ownership of reported issues and seeing problems through to resolution
• Collaborating with cross-functional teams to support product rollouts.

Skills

Technical communication

Problem solving

Analytical thinking

Team collaboration

Mining operations knowledge

Education

Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering

Tools

SQL

MS Office

Job description

Isometrix in Randburg (Johannesburg) seeks a Technical Support Specialist to deliver end-to-end after-sales technical support for the Mining division, remotely and on-site. You will work with channel partners, customers and internal teams to resolve issues within defined SLAs and document analytics.

The ideal candidate has a degree in Electronics or related field, 5 years in a similar role, and strong SQL and MS Office skills.