ROLE
SUMMARY

The
Warranty Service Technician is responsible for diagnosing, repairing, testing,
and maintaining laptops, tablets, and other IT equipment covered under
warranty. The role provides technical support to ensure devices are repaired
efficiently, accurately, and in accordance with approved warranty procedures
and quality standards. The Technician will also provide first- and second-line
IT support to office users, maintain accurate repair and parts records,
identify recurring faults, and support continuous improvement of warranty and
repair processes.

KEY
DUTIES AND RESPONSIBILITIES

The Warranty Service Technician shall
perform the following duties:

1.
Warranty & Repairs Operations

• 
  Diagnose hardware and software faults on laptops and
  tablets and perform warranty repairs in line with approved procedures.
• 
  Replace faulty components within the applicable
  warranty scope.
• 
  Reimage and configure devices after repair, where
  required.
• 
  Maintain accurate repair records and parts usage logs.
• 
  Review and follow up on open warranty and helpdesk
  tickets.
• 
  Test repaired devices thoroughly before returning them to
  users or customers.
• 
  Identify recurring device faults and user-related
  issues.
• 
  Replenish and track spare parts and repair components.
• 
  Share common issues, solutions, and recommended fixes
  with the team.

2.
Office Helpdesk Support

• 
  Provide first- and second-line technical support for
  office IT-related issues.
• 
  Troubleshoot user devices, printers, peripherals, and
  other IT equipment.
• 
  Resolve basic network connectivity issues, including
  LAN and Wi-Fi connectivity.
• 
  Support user access issues and endpoint configuration.
• 
  Escalate issues requiring specialist intervention to
  the appropriate technical teams.

3.
Quality & Process Adherence

• 
  Follow approved warranty policies, repair procedures,
  and technical standards.
• 
  Escalate non-warranty, complex, or unresolved technical
  issues appropriately.
• 
  Ensure all repaired devices meet required quality,
  functionality, and testing standards before release.
• 
  Maintain a clean, organized, and safe repair workspace.
• 
  Ensure proper handling and protection of customer and
  company equipment during the repair process.

4.
Collaboration & Escalation

• 
  Work closely with suppliers, service providers, and
  internal teams on spare parts, repairs, and technical escalations.
• 
  Coordinate with Data Centre, Infrastructure, and other
  technical teams when required.
• 
  Provide clear handovers, repair updates, and technical
  information to relevant stakeholders.
• 
  Collaborate with the team to improve turnaround times
  and service quality.

5.
Warranty Analysis & Continuous Improvement

• 
  Analyze warranty trends, recurring faults, and common
  device failures.
• 
  Identify opportunities to improve repair processes and
  service quality.
• 
  Recommend product, technical, or process improvements
  based on recurring issues.
• 
  Review spare parts usage and stock levels and highlight
  replenishment requirements.
• 
  Update repair procedures, technical documentation, and
  troubleshooting guides where necessary.

Requirements

MINIMUM
QUALIFICATIONS AND EXPERIENCE

• 
  Certificate or Diploma in
  IT Hardware Repair and Maintenance
  , Computer Hardware,
  Information Technology, Electronics, or a related field.
• 
  Minimum of
  two (2) years' relevant work experience
  in an IT service center, electronic repair center, warranty service
  environment, or similar technical support environment.
• 
  Hands-on experience in diagnosing, repairing, testing,
  and maintaining laptops, tablets, computers, and related electronic/IT
  equipment.
• 
  Practical knowledge of hardware troubleshooting,
  component replacement, operating system installation/reimaging, and
  endpoint configuration.
• 
  Experience working with warranty repairs, repair
  ticketing systems, spare parts management, and service records will be an
  added advantage.
• 
  Good troubleshooting, problem-solving, documentation,
  and communication skills.
• 
  Ability to work independently while also collaborating
  effectively with internal teams and external service providers.
• 
  Must have a valid driver's license