Senior IT Technical Support Engineer

SUMMARY:
We are recruiting for a Senior Customer Engineer position.

POSITION INFO:
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 SLA’s.

• Analyse user problems.
• Prioritise 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.

• Undertake maintenance and repairs on damaged and repairable hardware.
• Report on uneconomical repairs.
• Recommend replacement.
• Schedule and administer regular maintenance of IT equipment.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Bachelor’s Degree/ Advanced Diploma in Information Technology related qualification.
• Relevant 4 years’ experience in system support environment