Technical Support Desk Supervisor

Fidelity Services Group; Pretoria; On-site; ZAR 30,000 - 50,000; Full time

Job summary

Fidelity Services Group seeks a Technical Support Supervisor to oversee the systems and networks for clients. The role involves troubleshooting, inventory management, and providing technical support. Candidates should have strong problem-solving skills and be able to communicate technical issues effectively. This position is full-time, located in Midrand.

Qualifications

• Education: Matric or equivalent.
• Advanced technical skills in Windows and Linux.
• Strong analytical skills with experience in system/network support.

Responsibilities

• Monitor and maintain client systems and networks.
• Provide remote technical assistance for troubleshooting.
• Manage inventory and stock records for technical devices.

Skills

Technical troubleshooting

Problem-solving

Communication skills

Organizational skills

Education

Matric / Grade 12 / National Senior Certificate

Windows and Linux qualifications

Advanced Excel skills

Tools

Power BI

Job description

Fidelity Cash Solutions CashMaster Midrand

Reporting to : Admin / Comms Manager CashMaster

The above position is vacant at CashMaster in Midrand reporting to the Admin / Comms Manager CashMaster

The Technical Support Supervisor will be responsible for monitoring and maintaining the systems and networks of the business units clients. This role involves supporting both the technical team and clients remotely ensuring smooth operations through troubleshooting signal monitoring payment support and remote setup assistance. Additionally the position requires administrative oversight stock management of modems and generating necessary reports for management.

Minimum Requirements :

• Matric / Grade 12 / National Senior Certificate
• Windows and Linux qualifications
• Advanced Excel skills
• Excellent technical problemsolving and analytical skills
• Advanced Computer Skills Excel and Power BI
• Strong written and oral communication skills
• Ability to work weekends and holidays
• Proven ability to supervise a team
• Ability to work under pressure and meet targets and deadlines
• Able to work effectively in a complicated environment with minimal management guidance / supervision

Key Performance Areas : (not totally inclusive)

• System & Network Monitoring :
• Ensure continuous uptime and performance of client networks and systems.
• Identify and resolve technical issues related to signals and connectivity.
• Client & Technical Team Support :
• Provide remote technical assistance to clients for setup troubleshooting and softwarerelated issues.
• Assist the technical team with complex problem resolution and escalations.
• Software & Device Troubleshooting :
• Support and troubleshoot software and hardwarerelated concerns on client devices.
• Configure and update device software as needed.
• Payment & Service Support :
• Assist clients with paymentrelated support ensuring seamless service continuation.
• Monitor service activation and deactivation processes.
• Stock & Admin Management :
• Handle movement tracking and inventory of modems and other technical stock.
• Maintain accurate stock records and coordinate stock distribution.
• Reporting & Documentation :
• Prepare and maintain reports related to technical support activities stock movement and service performance.
• Provide regular updates to management regarding key technical and operational metrics.

Core Competencies

Technical Expertise

• Strong understanding of system and network monitoring.
• Proficiency in troubleshooting signals connectivity issues and device software.
• Experience with remote technical support and problem resolution.

Customer Support & Communication

• Ability to provide excellent remote client support and technical assistance.
• Strong communication skills to explain complex technical issues in simple terms.
• Customerfocused approach to resolving payment and servicerelated concerns.

ProblemSolving & Troubleshooting

• Analytical thinking for diagnosing and resolving hardware / software issues.
• Ability to handle escalations and assist the technical team with complex challenges.
• Quick decisionmaking to minimize downtime and service interruptions.

Inventory & Administrative Management

• Strong organizational skills to track and manage modem stock and other technical inventory.
• Ability to maintain detailed records and ensure accurate documentation.
• Proficiency in generating reports and providing insights to management.

Process & System Efficiency

• Able to work effectively in a complicated environment with minimal management guidance / supervision
• Strong attention to detail in handling service payments and related support.
• Capability to implement and optimize administrative and technical support processes.
• Strong written and oral communication skills
• Ability to work weekends and holidays
• Ability to work independent and part as a team
• Ability to work under pressure and meet targets and deadlines

Skills

• Strong technical troubleshooting and problemsolving skills.
• Experience in network / system monitoring and support.
• Proficiency in remote support tools and software troubleshooting.
• Excellent organizational and administrative abilities.
• Strong communication skills for client interactions.
• Ability to generate reports and manage inventory effectively.
• Project Management

We reserve the right not to make an appointment to any advertised position.

Whilst preference is given to existing employees at all times and the choice made purely on merit Historically Disadvantaged Candidates and Disabled Candidates are encouraged and supported in the FSG team.

Fidelity Security Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date please regard your application as unsuccessful. E and OE

Required Experience :

Key Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

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