Technical Call Centre Agent - HP Print & PC Support at First Technology

Job Description


First Technology MPS is looking for a Technical Call Centre Agent to provide first‑line technical support and administrative coordination for HP print and PC break/fix services. The role is ideal for someone with strong customer service skills, technical problem‑solving ability, and a passion for delivering efficient support.


Key Responsibilities
Customer Support & Call Handling


Answer incoming calls professionally and efficiently.
Monitor and manage shared service inboxes.
Log new service requests accurately into the call‑logging system.
Provide clients with updates on job status and turnaround times.
Handle customer queries and escalate complex issues where necessary.


Technical Troubleshooting


Perform basic troubleshooting on:
HP commercial printers
HP laptops and desktops
Diagnose common hardware issues.
Assign calls to field technicians where required.
Escalate complex issues to the Technical Team Lead.


Service Coordination & Administration


Create and manage job cards for all logged service requests.
Ensure technicians submit completed job cards for all attended calls.
Follow up on outstanding calls and ensure SLA compliance.
Assist with invoicing and job‑closure processes.
Prepare quotations for parts, labour, and travel where required.


Parts & Warranty Management


Look up and verify HP spare‑part numbers via HP systems/portals.
Order warranty and trade parts using the HP CSDP portal (training provided if required).
Submit warranty claims accurately and timeously using the HP CSDP portal (training provided if required).
Track part orders and ensure timely delivery for service jobs.


Quality & Compliance


Maintain accurate records of all customer interactions and service activities.
Ensure adherence to company processes and HP service standards.
Meet individual and team KPIs such as response time, resolution time, and call quality.


Minimum Requirements
Experience


Minimum 4 years' experience in a call centre environment within a technical break/fix service department.
Proven experience supporting hardware (printers, PCs, or similar).


Education


Minimum Grade 12 (Matric).
Relevant IT certifications or diplomas (advantageous).
HP certifications (highly advantageous).


Deadline:2nd April,2026