Technical Support Administrator

Role Overview

The Technical Support Administrator acts as the intermediary between the control room, support team, and the technical support coordinator.

Key Responsibilities

Safety, Health, and Environment

• Participate and comply with SHE requirements as outlined in the Health, Safety, and Environmental Policy.
• Maintain good housekeeping to ensure all work areas are neat and tidy.
• Ensure that all electronic equipment is powered off before leaving for the day.
• Report any unsafe acts or broken equipment to the supervisor.

Customers

• Ensure customer satisfaction, including addressing queries from management and all clients who contact the company via phone or email.

Business Processes

• Answer technical support desk calls regarding alarm concerns, including maintenance and repair issues.
• Act as the first line of communication and support for updating the control room database from the support team.
• Keep spreadsheets and daily administration up to date.
• Ensure daily reports are sent and reviewed promptly for any faults.
• Maintain an up-to-date database of keyholders daily.
• Commission and decommission panels as needed.
• Accurately capture daily paperwork from technicians into the system.
• Report any database issues to management promptly.
• Assist with tasks assigned by management.
• Keep filing up to date.

Shareholder Value

• Assist the company by ensuring that all clients and employees receive the necessary assistance, thereby projecting a professional image.

Requirements

• Grade 12 qualification.
• Diploma/certificate in Information Technology
• Computer literacy
• Attention to detail
• Friendliness
• A professional demeanour.
• Front-line etiquette is advantageous.