Technical Support - Access and Beyond

G4S Secure Solutions (SA), a leading provider of integrated security management solutions, has a vacancy for a Technical Support in the Access and Beyond based at our Head Office in Centurion, reporting to the General Manager A&B. 

The successful incumbent is a self-starter with a proven track record in maintaining company policy, adopting best practices, and is able to exercise sound judgement in the pursuit of the achievement of the goals of the organisation, and understanding the role which the Technical Support plays within a successful business unit. The incumbent will be expected to be results driven and to live the values of the organisation.

We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage.

Main Responsibilities

Effective and accurate Software System Support

• Perform first and second line support to all software / system related queries.

• Escalate third line queries and compile a detailed fault analysis report.

• Monitor and oversee response and resolution to the client on escalated queries.

• Execute database conversions and migrations using advanced SQL techniques to support system upgrades (Enhancement based on user requirement).

• Serve as the primary escalation point for complex third-line queries, compiling detailed fault analysis reports.

• Provide expert support for the Impro Portal and XTime software suites

Effective and accurate Hardware System Support.

• Perform first and second line support to all hardware / system related queries.

• Escalate third line queries and compile a detailed fault analysis report.

• Monitor and oversee response and resolution to the client on escalated queries.

• Perform technical sales support to sales staff

• Perform site inspections and complete product specifications and system design based on this

• Conduct site inspections and perform technical site commissioning.

• Complete product specifications and system design based on site inspections.

• Diagnose and troubleshoot complex network communication issues (TCP/IP) impacting hardware connectivity

• Provide remote access support and diagnostics for deployed hardware using secure remote tools

Evaluating and testing of equipment returned for repair/replacement

• All returned items to be inspected and if necessary tested before sent to the supplier for further action.

• Full reporting on status of all repaired items in the system

• Cost reporting on all items

Update Documentation and distribution of product notifications

• Product Specification

• Product Write-Up

• Product Manual

• Product User Manual

• New products

Review and awareness of business development opportunities

New business development

• Identifying new business opportunities within the sphere of operations, as well as in terms of growth of business with existing customers.

• Identify and pursue all potential African business within the sphere of operations.

• Establishing a Revenue Stream by performing database conversions & Site service work as an additional layer of revenue and growth for the business.

Competitors evaluations

• Demonstrate a comprehensive understanding of the competitor environment faced by the region.

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year

• Participate in safety forums created by the company for example safety meetings and safety talks

• Report all safety incidents to the relevant people

• Discuss all safety incidents

• Follow-up on any activities assigned through safety meeting/committee/representative/management

• Attend safety education and refresher programs

• Comply with safety policies and procedures at the workplace

• Distribute safety information as and when required

Qualification, Experience & Requirements

• Grade 12 / Matric Equivalent

• A valid Driver’s Licence

• Own reliable vehicle

• Required Site Travel: The mandatory requirement for frequent site visits and field service work. 

• Minimum of 3 years experience Electronic Security Services Management (3yrs – Management or similar)

• Extensive experience w.r.t. implementation of the following systems:

  • Time and Attendance

  • Access Control

  • CCTV

• Experience in Sales and specifying of Large Projects

• Good conceptual interpretation and presentation of Financial and Operational Reports to Executive Management

Software knowledge level:

• Broad knowledge of Time and Attendance.

• Broad knowledge of Access Control. Knowledge of Impro Portal is a major benefit

• Strong knowledge base on communication protocols i.e. TCP/IP.

• Basic Computer literacy and proficiency.

Hardware knowledge of:

• Impro IXP + Portal

• Idemia

• Suprema

• Nedap

• Analogue CCTV

• IP CCTV

• XTime

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)

• Understanding the organizational environment

• Understanding the organization’s goals and objectives

• Dealing with changing circumstances

• Supporting and working with others

• Delivering objectives

• Dealing with complexity

• Acting professionally

• Delivering great customer service

• Sharing and co-operating

• Strong problem-solving ability, delivering objectives, and dealing with complexity

Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.