Functieomschrijving The key function is to retain and support the growth of client portfolios through effective and well managed service delivery. Fulfils the role of a single client touch point and key custodian of relationships both internally and externally, including clients and support teams, for the co-ordination and delivery of services to the client. The role analyses the client portfolios to identify risks to service co-ordination, report on revenue, identify upsell and cross-sell opportunities.
Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. May be involved in customer installation and training programs.
Additional descriptors for the role:
- Assignments are received in a goal-oriented format and resources are allocated to meet these goals
- Gives guidance to subordinates but allows latitude within organization’s policies and procedures
- Recommends policy / process changes that affect immediate area
- Works on issues of diverse scope
- Follows procedure when methods for solutions need to be selected
- Acts as advisor to meet schedules or when technical issues need to be resolved
- Responsible for schedules and performance requirements
- May have budget responsibilities
- Mistakes may incur costs or impact short-term goals
- Interacts with subordinates, customers or peers from other areas on matters pertaining to functional area
- Leads co-operation between members and teams
Requirements - 5 years experience in an IT Service Delivery Environment
- 5 years technical experience in Network (Cisco) support (CCNA/CCNP advantageous)
- Implementation of best practice methodologies in service management
- Networking experience, specifically on Cisco equipment
- Data centre experience
- Vendor management experience, in the context of service delivery to clients
- Experience in complying with Health and Safety requirements relating to IT projects in a Data Centre environment
- Willingness to operate in a team
- After-hour standby duties required
