About the position
We are recruiting on behalf of a premier electronic security and surveillance technology distributor. They are seeking a skilled Technical Support Technician to provide tier-1 and tier-2 technical support to system integrators, clients, and internal teams. The Support Technician's role is to provide support to our customers in a remote capacity as well as onsite. The role looks for an individual that is passionate about technology that is consistently evolving. It requires an attitude of learning and improving one's own knowledge base and experience to become a true ambassador of the company and the product.
Areas of Responsibility:
- Offer technical support to customers and internal staff through digital, remote, email and telephonic channels
- Log all support calls through the company support ticketing system, as well as any updates to each support call
- Offer basic training
- The ability to travel across Sub Saharan Africa at short notice
- Support the internal team with Roadshows, Technology shootouts, proof of concepts
- The individual needs to be self-motivated, that can work independently on their own achieving their goals, and within a team
Technical and professional knowledge:
- Microsoft suite (Intermediate)
- 2 - 3 years' work experience in technology field in a support role (essential)
- Strong IT/Security technology support background (essential)
- Advanced knowledge of networks and infrastructure (essential)
- Experience in Video Surveillance systems (preferred)
- Experience working with support ticketing systems and managing escalations (essential)
- Experience analysing logs and system-level diagnostics (essential)
Computer knowledge:
- MS Outlook (Intermediate)
- MS Excel (Intermediate)
- MS Word (Intermediate)
- MS PowerPoint (Intermediate)
- Understanding of a support ticketing system process (advantageous)
Professional Expertise:
- Matric Certificate (essential)
- A+ certification (advantageous)
- N+ certification (advantageous)
Customer focus:
- Establishes and clarifies customer's needs
- Takes ownership for solving customer problems
- Builds customer trust in own and organisations ability to meet their needs
- Keeps self up to date on products and processes
- Keeps commitments / promises to customers
- Describes issues/situations in a logical concise way
- Is a self initiator, overall does not require consistent prompting and micro management
- Excellent communication skills, both verbal and written
- Ability to empathize with customers and provide effective solutions
- Has the ability to apply patience and professionalism in handling customer inquiries, even in challenging situations
- Has an analytical mindset to diagnose and troubleshoot technical issues.
- Has a proactive approach to identifying potential problems and addressing them promptly.
Other minimum requirements:
- Valid driver's license
- Reliable vehicle
- Valid Passport
Compensation and benefits
- Competitive salary based on experience and qualifications
- Health benefits, retirement plans, and other company perks
- All tools for the job is provided by the company
Desired Skills:
- Microsoft Suite
- IT Security Technology Support
- Networks and Infrastructure
- Video Surveillance Systems
- Support Ticketing Systems
- Analising Logs and System-level Diagnostics
- MS Outlook
- MS Office
- MS Word
- MS Excel
- MS Powerpoint
Desired Work Experience:
Desired Qualification Level:
About The Employer:
Cathexis is a leading software developer and electronics manufacturer specializing in video management software and AI solutions. With over 30 years of experience in security solutions, Cathexis has its headquarters in South Africa, offices in Europe and the Middle East, and distributors in regions across the globe.
Employer & Job Benefits:
- Retirement plans
- Health Benefits
- Other company perks
