We are recruiting for a Customer Engineer position.Key Performance AreasCustomer ServiceReceive 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 SupportAnalyse user problems.Prioritize user problems based on severity.Train users on how to use IT equipment.Research and recommend better ways to reduce IT user problems.Develop good working relationships with users.Keep users posted on the progress of their calls.Ensure that there are no comebacks on work done.Hardware Maintenance and RepairsUndertake 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 SupportProvide 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 SupportRespond 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 ManagementUndertake 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 DevelopmentKeep 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.ReportingContribute 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 ManagementAid 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 ExperienceBachelor's Degree/Advanced Diploma in Information Technology related qualification.Relevant 4 years' experience in system support environment.
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