IT Customer Engineer

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 systems