Support Specialist

Humankind; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Humankind in Woodmead, Gauteng, is seeking an experienced Support Specialist - Office Automation to join our team. You will provide first-line technical support and remote assistance for Ricoh, HP, Epson and Lexmark devices.

The role focuses on troubleshooting, SLA-driven incident management, and knowledge-base maintenance while delivering product training to franchises and ensuring high first-time fix rates. A client-facing role requiring strong communication and teamwork.

Qualifications

• Experience with office automation products or similar technologies.
• Strong fault-finding and remote support capabilities.
• Excellent customer service and communication skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Provide first-line technical support and troubleshoot Office Automation products.
• Monitor, manage and resolve incidents in line with SLAs.
• Deliver remote support and product training to franchises.
• Support Ricoh, HP, Epson and Lexmark devices.
• Monitor service performance, analyse ticket trends and recommend preventative actions.
• Maintain accurate records, operational procedures and technical knowledge-base documentation.
• Generate performance reports and identify opportunities to improve first-time fixes and reduce repair turnaround times.
• Assist with hotline and standby support as required.

Skills

Troubleshooting

Customer service

Communication

Analytical thinking

Education

CompTIA A+

CompTIA N+

MS Office proficiency

Tools

Ricoh

HP

Epson

Lexmark

Remote support software

Job description

Location: Woodmead, Gauteng

Industry: Office Automation / Technical Support

An exciting opportunity is available for an experienced Support Specialist - Office Automation to join a leading organisation within the office automation industry.

Key Responsibilities

• Provide first-line technical support and troubleshoot Office Automation products.
• Monitor, manage and resolve incidents in line with service-level agreements (SLAs).
• Deliver remote support and product training to franchises.
• Support Ricoh, HP, Epson and Lexmark devices.
• Monitor service performance, analyse ticket trends and recommend preventative actions.
• Maintain accurate records, operational procedures and technical knowledge-base documentation.
• Generate performance reports and identify opportunities to improve first-time fixes and reduce repair turnaround times.
• Assist with hotline and standby support as required.

Minimum Requirements

• Matric certificate.
• CompTIA A+ and N+ certifications are essential.
• Intermediate Microsoft Office proficiency.
• 3-5 years' experience working with relevant office automation products or similar technologies.
• Product-specific experience with Ricoh, HP, Epson and Lexmark devices.
• Strong fault-finding, troubleshooting and remote support capabilities.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work under pressure and meet deadlines.
• Strong planning, organisational and administrative skills.
• Adaptability, accountability and a results-driven approach.
• Ability to work collaboratively with technical teams, franchises and customers.