Job Description

Job Summary 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 trouble shoot. - 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 (prioritise). - 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 SLAs. IT Support - Analyse 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 call-outs (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 - Bachelors Degree/ Advanced Diploma in Information Technology related qualification. - Relevant 4 years experience in system support environment Technical, Managerial, and Behavioral Competencies Required - Planning, Organising and Coordinating. - Personal mastery. - Judgement and decision making. - Ethics and Values. - Client Service Orientation. - Citrix. - Company legacy systems. - MOUS. - Integration platforms. - Financial systemsNambiti TechnologiesCompany

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