We are recruiting for a Senior Customer Engineer position.
Key Performance Areas
Customer Service - Receive calls from senior customer engineer/help desk.
- Verify/identify problems with help desk.
- Contact users to get clarity on problems and troubleshoot.
- Provide telephonic support to users if possible.
- Provide physical assistance to users if necessary.
- Escalate problems to senior customer engineer if necessary.
- Provide temporary PCs to users when necessary (prioritize).
- Update users on progress being made in solving their problems.
- Fully test the solution to ensure that the problem is resolved.
- Ensure all customer queries are attended to and resolved within agreed SLA’s.
IT Support - Analyze user problems.
- Prioritize user problems based on severity.
- Train user on how to use IT equipment.
- Research and recommend better ways to reduce IT user problems.
- Develop good working relationship with users.
- Keep users posted on the progress of their calls.
- Ensure that there are no comebacks on work done.
Hardware Maintenance and Repairs - Undertake maintenance and repairs on damaged and repairable hardware.
- Report on uneconomical repairs.
- Recommend replacement.
- Schedule and administer regular maintenance of IT equipment.
Network and Telephone Support - Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
- Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.
- Replace faulty devices.
- Ensure timely problem resolution.
CSN Support - Respond to remote/satellite customer callouts (hardware, software and network calls).
- Provide telephone infrastructure (1st line support).
- Offer customer training.
- Provide customers with regular feedback on their service requests.
- Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.
Asset Management - Undertake audits of hardware and software assets.
- Maintain and update a register of all IT assets.
- Provide technical advice on hardware and software to be produced by users.
Research and Development - Keep abreast of trends in hardware and software developments.
- Research on new problems/challenges as they occur.
- Share information with technical staff and document solutions found.
Reporting - Contribute to the preparation and submission of Regulation reports.
- Aid in the development of functional reporting systems, for management, project or performance reporting.
- Report regularly and periodically perform necessary submissions as and when required to provide progress updates and/or inform management decisions.
Stakeholder Management - Aid in proactive and progressive relationships with key stakeholders.
- Deal with inquiries and requests for information from both internal and external stakeholders.
- Aid in the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
Qualifications and Experience
- Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
- Relevant 4 years’ experience in system support environment.
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