TECHNICAL SUPPORT DESK SUPERVISOR

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Fidelity Services Group

Pretoria

ZAR 30 000 - 60 000

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Job description

Job title : Technical Support Desk Supervisor

Job Location : Gauteng, PretoriaDeadline : May 09, 2025Quick Recommended Links

Minimum Requirements

Matric / Grade 12 / National Senior Certificate
Windows and Linux qualifications
Advanced Excel skills
Outstanding customer service skills
Excellent technical, problem-solving 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
Attention to detail

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 software-related issues.
Assist the technical team with complex problem resolution and escalations.

Software & Device Troubleshooting

Support and troubleshoot software and hardware-related concerns on client devices.
Configure and update device software as needed.

Payment & Service Support

Assist clients with payment-related support, ensuring seamless service continuation.
Monitor service activation and deactivation processes.

Stock & Admin Management

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.
Customer-focused approach to resolving payment and service-related concerns.

Problem-Solving & Troubleshooting

Analytical thinking for diagnosing and resolving hardware/software issues.
Ability to handle escalations and assist the technical team with complex challenges.
Quick decision-making 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