Junior Technical Engineer

Ignition Group

  • Umhlanga, KwaZulu-Natal
  • Permanent
  • Full-time
  • 1 month ago
An individual contributor position who will take accountability for providing technical support, troubleshooting and resolving errors, logging details and providing customers with updates.Responsibilities :Data Analysis and Root Cause Identification
  • Analyze data related to technical product issues.
  • Determine root causes of the problem.
Customer Interaction and Support
  • Respond to customer product inquiries via various channels.
  • Resolve customer concerns during installation, operation, maintenance, or compatibility issues.
  • Educate users on product usage.
Troubleshooting and Documentation
  • Preparation and Implementation of Lesson Plans.
  • Instruction in Classroom and Virtual Settings.
  • Use of Need Assessment Tools.
  • Follow-Up and Applicability Assessment.
Product Improvement and Development
  • Contribute suggestions for overall product improvement.
  • Support remote upgrades, installations, and maintenance.
  • Serve as a point of contact for technical and service-related problems.
System Diagnoses and Reporting
  • Use established procedures to diagnose system failures.
  • Minimize customer downtime.
  • Develop and maintain a thorough understanding of the product line.
  • Generate daily reports for internal stakeholders.
Customer Feedback and Closure
  • Ensure each query is closed off accurately.
  • Provide feedback to customers in a suitable and professional manner.
Knowledge, skills and attributes:
  • Good trouble-shooting and problem-solving skills
  • Good understanding of the product they will be required to handle and the related processes.
  • Ability to communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests.
  • Good attention to detail coupled with good analytic ability.
  • Ability to multi-task
  • Good knowledge of email and modem setup and troubleshooting
  • Solid knowledge of all windows operating system
Education and training:
  • Senior certificate
  • Diploma or certification in relevant IT field.
Experience:
  • At least 2 years’ related work experience in a similar role.
  • Experience with digital products / platforms or markets and how to develop solutions for these markets, including specific industry and technical knowledge.
  • Previous IT technical support experience with a minimum of 2 years’ IT desktop support.

Ignition Group