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German Senior Technical Support Executive - Helpde
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General Details
Location:
Advertised By:Agency
Company Name:ABC Worldwide
Job Type:Full-Time
Description
GERMAN & ENGLISH - Bilingual position
Brief Job description
- Provide 1st level technical support
- Service restoration
- Fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems
- Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures
- Executes transactions as per prescribed timelines
Requirements
Analytical and Problem solving skills
- Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Display ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
- 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
- Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
- Basic networking knowledge
Time Management Skills
- Being proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask
Communication & Relationships Skills
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge <...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNDA5MzMxNzUxP3NvdXJjZT1ndW10cmVl&jid=1345371&xid=3409331751
Id Subtitle 1148081085
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ABC Worldwide
Selling for 2+ years
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PURPOSE OF THE POSITION
This role is within the Micros support department of Micros South Africa, providing support on the Micros products from database configuration, front end configuration, 3rd party assistance and operating system. Ensuring at all times that the company’s process and control measures are adhered to.
PRIMARY RESPONSIBILITIES FOR THE ROLE
· To provide telephonic / remote / onsite support for all Micros products
· Clients on ‘Stop-Support’ are not to be support without the authorization by Management.
· To ensure accurate and timely updates of logged support issues one the in-house call logging system.
· To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
· To make sure the billing process is adhered to with regards to chargeable calls and managed with the help of account managers and projects. *
· Be responsible for interaction with customers via email, telephone etc.
· Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
· Maintain all documentation required by Micros.
· Assist with the occasional implementing, testing and writing of any documentation that may be required.
· Test and troubleshoot new versions prior to release.
· To employ sound decision making when dealing with customer support issues. i.e. escalation, resolve customer issues in the most efficient manner, in the shortest possible time.
· To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
· Inform the relevant account managers of support/maintenance issues regarding their clients.
· Attend any relevant training course which is set to improve knowledge on the company’s or associated applications
· Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly.
· Collaborating extensively with peers and other teams to drive problem resolution and contribute in growing the knowledge
· Logging and managing support cases with 3rd parties.
· Dealing with all historical cases – cases include configuration changes, training cases and balancing queries.*
· Will be responsible for support installs this would include new credit card installs and other installs deemed necessary.*
· Scheduled patch installs.*
· Support issues with regards to new database role outs.*
· Make sure cases are updated and SLA is kept on the cases owned by the individual.*
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For further information please contact carole@torohc.co.za or call 074 839 8100
Reporting to the Head of Customer Care
Delivering an exceptional customer service across all customer channels
Strive to resolve 90% of customer queries and complaints at first point of contact.Engage customers in an empathetic and confident manner to drive customer loyalty and retention
Resolving Technical queries and complaints remotely by identifying and troubleshooting issues first time around
Outage Notifications and management
Continuously improve your ability to serve our customers in a dynamic and ever-changing environment through the learning initiatives provided and through self-learning
Adhere to company processes, procedures, and codes of conduct
Working Conditions• 24/7/365 business operating times• As per shift Roster.• 6 days per week shift work is required.• Must be willing to work on public holidays and weekends.• Required to work overtime as per business requirement
Knowledge, qualifications and experience• A+ and /or N+ qualification, or studying towards a technical qualification, is mandatory.• Minimum 4 years customer care experience in a technical environment.• Multi-lingual.• Computer literate, intermediate proficient in Microsoft office.• Wired into the Digital world
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My client based in Parktown is looking for Intermediate and Senior Helpdesk Engineers to join their team. Salary rangese between R12k to R20k per month, depending on skill, experience and tenure.
Outputs:
Technical knowledge of computers, operating systems and widely used computer applicationsAbility to troubleshoot to determine the best solution based on a problem presented by a user.Ability to build, configure and repair computer hardware and other devicesAbility to learn and support third party applicationsKnowledge of computer networks and router configurationsInstallation and configuration processesAdministrative Process
Requirements:
3 + years’ experience as a Helpdesk Engineer or similar roleA+ (Essential)Microsoft Certified Solutions Expert (MCSE)(Essential)Tech, B.Com or B.Sc. Computer Science or Information Systems or B.Eng (Advantageous)
Personality Traits:
Team PlayerCoachProcess ChampionCustomer ChampionConsultantRisk MitigatorSolution OrientatedKnowledge ManagerRelationship builderChange LeaderProblem Owner
Skills:
Knowledge of computer hardware, operating systems and Microsoft Office ApplicationsAbility to understand various devices with more complex configurationsHelpful nature with the ability to communicate with clients in a professional mannerAbility to understand and resolve problemsProblem solver with the ability to mentor more junior staff in the teamMicrosoft OfficeMicrosoft Operating SystemsNetwork Protocols
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1) sales representation: more towards account management, no requirement for new business development; the main tasks will be visiting some shops to collect customer/product feedback;
2) market research: collect data on local market trends etc. summarize in English reports
Must be able to manage self
Must have own car and valid drivers lisence
Previous proven sales and account management experience is not negotiable.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yMTUzMDczNTc2P3NvdXJjZT1ndW10cmVl&jid=1323383&xid=2153073576
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One of the TOP banks in S.A. is currently looking to fill a 6-month role for a Fund / Deal Manager in JHB.
Responsibilities:
Recording transaction on the financial systems in the bank
Checking financial entries in multiple systems
Confirmation and settlement processing
OTC processing
Portfolio management: structured deals
Review processes, systems and procedures
Keep abreast of the market trends
Resolve queries related to Profit and Loss, Margins
Stakeholder liaison
Attend to settlements and refunds
Preparation of manual dealing tickets
Attend to unpaid debit orders Processing loan books
Investigations
Coach team
Data analysis
Sending instructions to the money market
Interpret legal agreements
Driving corporate governance
Risk management
Non-negotiables:
Business Commerce degree
No less than 3-4 years experience: Debt products, legal agreement interpretation. Experience within financial services or finance related environment. Training and coaching a team.
Fully understands the loan granting process - credit checks, affordability criteria and repayments
Client centric
Analytical
Attention to detail
Decision maker
Driving continuous improvement
Automation Acumen
Financial Acumen
Business Acumen
Excellent English communication
Clear criminal record
Clear credit (ITC)
Great track record, reference checks will be conducted upfront
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Legal cover is currently looking for 20 candidates to do sales and promotions around Johannesburg CBD.Age-18 to 27yearsFree Training Provided. No Experience Needed. No fee required. For more information call or Whatsapp Jaden @ 060 407 1207.
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