Junior Workshop Technician Full Time NEW

Job Description

The Junior Workshop Technician is responsible for the servicing, repair, and configuration of admitted IT equipment and preparation of procured new hardware.

This capacity undertakes repairs, ensuring that all work is carried out to a high-quality standard, and in a timely manner. It equally ensures that the service levels objectives are met, proactively dealing with any potential issues before they impact customer service. In that same context, this capacity is responsible for coordinating with 3rd party repair centers, perform quality check-ups throughout the process and before dispatching to clients to ensure the jobs requested were performed up to required standards, and within time frame promised to the client.

Basic Functions

·       Repair, install, and configure different systems and equipment (computer hardware, software, systems, networks, printers, and applications) within policy time frames

·       Evaluate and find solutions to malfunction in software and hardware in the workshop.

·       Respond in a timely manner to service issues and requests and communicate clearly with clients to understand their requirements, take their approval and update them on progress.

·       Perform Check-in procedures for equipment delivered by retail clients

·       Manage movement and storage of equipment present in Workshop stock

·       Deploy relative Operating Systems (OS) and software needed for basic functionality and monitoring

·       Perform repairs and backup jobs appropriately and swiftly as per classification to ensure no data loss occurs

·       Configure networking rules such as NAT-ing, Qos, etc… and relative Networking Devices

·       Implement Virtual IT environment of Networks and Servers for testing and other usage

·       Apply Security policies on Servers/backups/networks/VM Layers in compliance with the security recommendations

·       Research and propose new technologies that support the roll-out of new applications and/or allow utilization of resources such as cost and/or time, within the department

·       Coordinate with 3^rd party repair centers and workshops for outsourced repairs when needed

·       Perform recorded quality check-ups upon admitting equipment to the workshop, dispatching for 3^rd party repair, receiving from 3^rd party, and before dispatch to the client

·       Attend on-site visits and perform repair needs and requirements when needed

·       Monitor, update, and review data recording of all daily activities and progress status on company internal software, and issue requested reports

·       Escalate service and repair issues when needed

·       Attend meetings, trainings and briefings as needed

·       Document policies, procedures, and processes changes and coordinate with the quality department to ensure compliance

QMS Roles and Responsibilities

·       Follow established processes and procedures relevant to this position’s job roles

·       Maintain accurate and up-to-date records of tasks and quality controls

·       Participate in improvement initiatives and provide feedback on process effectiveness

·       Attend training sessions and understand how the actions of this position impact quality and customer satisfaction

• Implement technical security controls and monitors systems

Deliverables

·       Improve and provide quality customer service, perception, and satisfaction

·       Run tests and interpret results to make effective recommendations

·       Ensure fast turnaround of repair up to the company standards

·       Communicate and collaborate with team members accordingly to ensure high quality service

·       Escalate upselling opportunities to the Department supervisor – when these opportunities present themselves

·       Ensure compliance with all company policies, processes, procedures, and guidelines

Reporting Standards

• Basic degree of freedom in performing job duties and responsibilities based on adopted process within the Company
• Requirement to request approval of authorized personnel when new solutions/processes are required
• Requirement to report all customer feedback and escalate critical issues to line manager and authorized personnel
• Requirement to liaise and coordinate with other departments as needed

Knowledge, Skills and Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience in installing Windows Operating Systems (Windows 7,10,11, Windows Server 2016,2019,2022), IOS, and Linux OS as well as roles and services
• Experience in installing software (example: Lumion, 3DMAX, Adobe Suite, etc…)
• Experience in troubleshooting PC/Service Components
• Knowledge in RAID 0,1,5,6,10 use and configuration
• Basic computer and operating system knowledge
• Technical awareness of required solutions based on the case
• Service awareness of all organization’s key services for which support is being provided.
• Research skills and complete understanding of support tools, techniques, and how technology is used to provide services.
• Proficient in the English Language

Core Competencies:

Across the Board:

·       Working with People

·       Adhering to Principles and Values

·       Following Instructions and Procedures

·       Learning and researching

·       Delivering Results and Meeting Customer Expectations

·       Analyzing & Problem Solving

·       Coping with Pressures and Setbacks

·       Achieving Personal Work Goals and Objectives

Personal:

·       Deciding and Initiating Action

·       Applying Expertise and Technology

·       Planning and organizing

·       Adapting and Responding to Change

Physical Demands

This position entails standard physical demands such as sitting behind a desk, performing repairs when needed. However, it may require handling and repairing delicate items with steady hands. Performing the duties of this job might also require driving and visiting client premises.

Working Conditions

The job is performed from an office environment as well as clients’ premises sites.

Performance Standards   

The Junior Workshop Technician is evaluated based on:

·       Alignment with Company values

·       General behavior and attitude at work

·       Compliance to Company rules and regulations and adopted practices

·       Deliverables required based on the jobs and KPIs set out for this position

·       Exhibition of skills and core competencies required for this job

Education, Vocational and Experience Requirements and Preferences

·       BA/BS degree (required)

·       Major in computer science, business administration or a related field (preferred)

·       2-3 years of workshop relevant experience.

Disclaimer

The above listed functions and responsibilities are intended to describe the general nature and level of work being performed by this capacity. They are not to be construed as an exhaustive list of responsibilities, duties and skills required. All job descriptions may change based on business needs and personnel may be required to perform different and/or additional duties as needed, all within the general framework of their jobs.