Tech Support Officer

Responsibilities:

• Set up, upgrade, and manage mobile device service centers, ensuring efficient operations and high-quality service.
• Perform and supervise key smart device repairs such as battery replacements, screen repairs, speaker and charge port fixes, and more.
• Diagnose and repair hardware and software issues for smart devices, including phones and tablets.
• Supervise a team of smart device technicians distributed across multiple locations, providing mentorship, training, and recruitment for the team.
• Manage the inventory of device parts and ensure parts are available across all outlets and the main service center.
• Ensure the proper use of the ticketing system for tracking and documenting all support requests in a timely manner.
• Prepare regular management reports on service center operations and team performance, ensuring that targets and service levels are met.
• Manage the hardware, software, and network infrastructure of the organization to support smooth operations. 

Requirements:

• Strong background in smart device (phones and tablets) hardware and software troubleshooting, with expertise in using repair tools, soldering equipment, and technical repairs.
• Hands-on experience in performing basic repairs such as battery replacements, screen and speaker fixes, and charge port repairs (non-soldering).
• Excellent problem-solving and analytical skills to diagnose and resolve complex technical issues. 
• Proven ability to lead, train, and supervise a distributed team of technicians, while ensuring top-tier service and performance.
• Experience managing internal IT support needs, including network troubleshooting, software installation, and general technical assistance for the organization’s IT infrastructure.