Technical Support Engineer

HuntWave; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An international AIoT service provider in Cape Town is seeking a Technical Support Engineer. The candidate will provide expert support, installation assistance, and maintenance for security systems, focusing on customer technical support and problem resolution. Ideal candidates should have a relevant degree and technical knowledge in CCTV and networking. Strong communication and analytical skills are essential, along with a minimum of 2 years of experience.

Qualifications

• At least 2 years of experience in customer technical support highly preferred.
• Technical knowledge in the CCTV and Network field.

Responsibilities

• Introduce new product features to the Channel Customer, help customer to select and configure products.
• Understand and consolidate customer demand for products, feedback to product department for product improvement.
• Identifies, investigates, and resolves users problems with software and hardware.
• Fields support calls, chat, email, and/or other communication from users.
• Guides users through diagnostic and troubleshooting processes.
• Collaborates with other staff to research and resolve problems.

Skills

Excellent verbal and written communication skills

Excellent interpersonal and customer service skills

Professional and pleasant telephone manner

Ability to explain technical issues to technical and nontechnical employees and customers

Strong analytical and problem-solving skills

Proficient with Microsoft Office Suite or related software

Proficient with or the ability to quickly learn an array of hardware and software

Education

Degree in Network, communications, computers and other related fields

Job description

Overview

We are an international video-centric AIoT solution and service provider, delivering advanced security technologies to businesses and organizations across South Africa. We are seeking a Technical Support Engineer to provide expert support, installation assistance, and maintenance for our clients security systems.

Responsibilities

• Introduce new product features to the Channel Customer, help customer to select and configure products
• Maintains knowledge of technology innovations and trends.
• Understand and consolidate customer demand for products, feedback to product department for product improvement
• To coordinate resources, provide technical support
• Identifies, investigates, and resolves users problems with software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with clients to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Arranges service by RMA to repair or replace defective items.
• Performs other related duties as assigned.

Qualifications

• Degree in Network, communications, computers and other related fields
• At least 2 years of experience in customer technical support highly preferred.
• Technical knowledge in the CCTV and Network field

Key Skills

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical employees and customers
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Proficient with or the ability to quickly learn an array of hardware and software