ROLE PURPOSE
The VIP Support Engineer (is the first point of contact for VIP's in request of support via Telephone/email or Automation. The VIP Support Engineer will proactively check the health status of VIP hardware, software and network environment, while providing the highest customer service. The engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion. The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to Operations Manager if it cannot be resolved.
ROLE REQUIREMENT
Pro-actively managing VIP's on the Vodacom campus regarding hardware, software and connectivity.Availability at all hours, when if and when required.The logging of all requests via telephone and email accurately into the Remedy SystemManage end to end all calls logged and providing updates to keep customers informed.Include all troubleshooting notes in logged request or incident.Provide first line support for VIP's facing challenges and try and resolve on first call.Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.Identify trends by monitoring and analysing incoming calls, problems and support requests.Use the required dashboards or views to track and escalate issues seamlessly.Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.Escalation and management of calls to agreed SLA'sAvoid requests from breaching target to meet client's satisfaction.Manage all Pending UNA requests.Ensure the device is correctly prepared before deployment.Set up user profiles.Connecting devices to the networkTroubleshoot and repair technical desktop issues On-site or remote connection.Support for mobile devices (Ipads, Tablets, android devices etc…)Security Compliance for assetsExecutive support ((Dealing with executive requests)Asset Management/ reverse logistics (Asset transfers)Additional Information:
Have a detailed track record of supporting VIP'sMust be available on call at all hours, if and when requiredMust be a peoples person – Excellent interpersonal skillsMust have own transportThe ability to work in a team and to be proactive around self-learningThe ability to work under pressure and to tight deadlinesWillingness to assist with additional tasks given to the teamGood judgment skillsGood communication skillsBehavioral traits such as attitude, motivation and time managementBe prepared to perform standby duties and work irregular hours if required. JOB SPECIFIC REQUIREMENTS
Resolve as much calls on first call resolutionPerform daily health checks in the environment to assure all systems are fully functional.Identify and learn appropriate software used and supported by the organisation.Escalate queries beyond the scope to L3 support.Regularly update and attend to all customer UNA queries and follow UNA process. QUALIFICATIONS & EXPERIENCE
Matric/Grade12Excellent language command: English/Afrikaans3 Years VIP Support Engineer ExperienceExcellent understanding of IT operations (essential)Experience in Remedy Service Desk (advantageous)Detailed track record of VIP supportA+ and N+ certifiedExcellent attendance and punctuality are requiredOwn vehicle (essential) LEADERSHIP COMPETENCY REQUIREMENTS
Listening SkillsExcellent people skills(essential)The Ability to set and execute the vision of the company.Strategic ThinkingExcellent verbal and written communication.
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