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.

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 centre, electronic repair centre, 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

• 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.
• 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.
• 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.
• 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.
• 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.

• Good troubleshooting, problem-solving, documentation, and communication skills.
• Ability to work independently while also collaborating effectively with internal teams and external service providers.
• 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.

• 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 centre, electronic repair centre, warranty service environment, or similar technical support environment.
• Experience working with warranty repairs, repair ticketing systems, spare parts management, and service records will be an added advantage.
• Must have a valid driver’s license