Head Office Technician

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.

Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka Africa for a Head Office Technician.

As a part of Global Solutions, Traka Africa provides intelligent management solutions for keys and equipment. Our key cabinets & locker solutions help all types of organization’s better control their important assets, improving productivity & accountability, and reducing risk in critical processes.

Purpose of the Role

A Head Office Technician is responsible for completing assigned tasks through the designated task management system (Connecteams). The role includes installing and supporting Traka key and asset management solutions, as well as inspecting, analysing, and troubleshooting systems and equipment.

What you will do…

The main duties of this role are inclusive of, but not limited to:

Position Summary

The Head Office Technician is responsible for the installation, configuration, maintenance, troubleshooting, and support of Traka key management systems, locker solutions, associated hardware, software, and network infrastructure. The role provides technical support to customers and internal stakeholders while ensuring compliance with company standards and service delivery requirements.

The Head Office Technician plays a vital role in supporting projects, escalations, preparing equipment for deployment, maintaining technical documentation, and assisting in the continuous improvement of operational processes.

Key Responsibilities

Technical Support

• Provide first-line technical support for Traka systems and associated products.
• Diagnose and resolve hardware, software, network, and communication issues.
• Provide remote support to customers and field-based technicians.
• Escalate unresolved issues to vendors or senior technical resources where required.
• Monitor and maintain system performance and functionality.

Hardware and Software Management

• Configure, test, and commission Traka key cabinets, lockers, and related equipment.
• Install, upgrade, and maintain Traka software applications.
• Perform system backups, database maintenance, and software updates.
• Prepare and test equipment before deployment to customer sites.
• Maintain inventory records for technical equipment and spare parts.

Project Support

• Conduct system installations, commissioning, and upgrades.
• Support Project Managers and Operations with technical requirements.
• Provide technical input during project planning and execution.
• Assist with factory acceptance testing and site acceptance testing where required.
• Travelling to remote sites and remote areas for projects, can lead to overnight stays, up to a full week at times.

Customer Support

• Respond to customer queries and service requests.
• Provide user training and technical guidance.
• Assist customers with system reports, user access management, and operational requirements.
• Ensure customer issues are resolved within agreed service levels.

Administration and Reporting

• Maintain accurate service records and technical documentation.
• Complete service reports, maintenance reports, and technical assessments.
• Generate customer reports as required.
• Assist in maintaining Standard Operating Procedures (SOPs) and technical documentation.
• Track and report recurring technical issues and recommend improvements.

Workshop and Asset Management

• Maintain a clean, organized, and functional technical workshop.
• Manage equipment repairs and refurbishment activities.
• Conduct quality checks on equipment before dispatch.
• Monitor stock levels of technical consumables and spare parts.
• Assist with stocktakes and inventory audits.

Compliance and Safety

• Adhere to company policies, procedures, and safety requirements.
• Ensure compliance with ASSA ABLOY and Traka Africa quality standards.
• Follow data security and customer confidentiality requirements.
• Assist with audit preparation and compliance activities.

Minimum Qualifications

Essential

• Grade 12 (Matric).
• Valid Code 8 Driver’s License.
• Relevant Technical Qualification (IT, Electronics, Electrical, Networking, or similar).
• Minimum 3 years' experience in a technical support or systems maintenance environment.

Advantageous

• Experience with access control or asset management systems.
• Experience with SQL databases.
• Experience with network troubleshooting.
• Experience within security technology environments.
• Knowledge of Traka systems and products.

Technical Competencies

• Hardware installation and troubleshooting.
• Software installation and configuration.
• Microsoft Windows operating systems.
• Basic SQL database administration.
• TCP/IP networking and communications.
• Remote support tools.
• System diagnostics and fault finding.
• Microsoft Office Suite.
• Technical report writing.

Key Skills and Attributes

• Strong problem-solving abilities.
• Excellent communication skills.
• Attention to detail.
• Customer-focused mindset.
• Ability to work independently.
• Strong organizational and planning skills.
• Ability to manage multiple priorities.
• Professional and positive attitude.
• Continuous improvement mindset.
• Ability to perform under pressure.

Key Performance Indicators (KPIs)

• Technical support response times.
• First-time fix rate.
• Customer satisfaction levels.
• Project support effectiveness.
• Compliance with reporting requirements.
• Equipment readiness and quality standards.
• Workshop and inventory management accuracy.
• Adherence to operational procedures and safety standards.

Working Relationships

Internal

• Operations Manager
• Project Managers
• Contracts Manager
• Installation Technicians
• Sales Team
• Administration Team

External

• Customers
• Suppliers
• Contractors
• ASSA ABLOY Group Technical Teams

Reporting Structure

Operations Manager
⬇
Head Office Technician
⬇
Support to Customers, Projects, and Technical Operations

This version is structured specifically for a Head Office-based technical support role within Traka Africa, reporting directly to the Operations Manager, and aligns with the operational responsibilities typically managed from your head office environment.

Application

You can submit your application by clicking ‘Apply Now’. We will not consider application received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible.

About Us

Featuring four times in Forbes’ most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We’re proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.