Software Support Consultant
Location: Simondium, Western Cape
About the Role:
Provide telephonic or remote support to clients on specialised software and hardware products. You will also be required to install, configure and troubleshoot our software and hardware products.
1st and 2nd line IT support experience
Excellent customer service experience
Must be fluent in English and Afrikaans as most clients are Afrikaans
Must have own transport as there is no reliable public transport in the area
Must have a valid driver’s licence as you might need to visit clients in company car
Software & Hardware support:
First and second line support on all software, as well as related hardware.
This includes fault finding and solving of problems that clients are experiencing.
Manage the following up of clients dealt with on support issues.
Assist with testing of software and related hardware.
Installations of software and hardware products and related admin - Licences, parameters etc. Checking of shortcuts, network links and printers used by relevant software.
Installations may need to be on site so travelling is often necessary.
Preparation of installation package for new installations (cd’s, manuals etc)
Following up of clients for the first month after initial installation to ensure that they are satisfied. Checking setups of new client
Individual training of clients.
Presenting training classes for a group of clients - includes setting up pc’s, co-ordinating necessary refreshments and printing manuals
Assisting with writing manuals.
Assist with research and development
To assist with special projects.
Ensure that the confidentiality of all clients data is maintained at all times.