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Technical Account Specialist
3 months ago
Overview:
PLEASE NOTE THIS VACANCY IS ONLY OPEN TO INTERNAL EMPLOYEES
Essential Function
o Act as the customer technical escalation point.
o Take the lead during incidents of a complex technical nature
o Act as the technical liaison with internal and external technical teams
o Provide guidance and mentorship to the Operational Functions in order to drive a positive customer experience
- Work alongside the Service Desk Delivery Manager contributing towards the process of innovative change and shift left initiatives
o Act as the continuous improvement champion in maintaining the Knowledge Base
o Performs other duties or responsibilities as assigned or required.
o Work with the Service Delivery Manager / Director to provide an operational perspective to the client on processes being developed/improved
o Demonstrate strong competencies in the compilation and analysis of data.
o Work closely with the Service Desk Management Team to ensure accuracy, quality and completeness of process documentation
Responsibilities:
Key Accountabilities
o Manage the day-to-day technical activities, reporting and deliverables specific to assigned customer account(s)
o Ensure new projects & services are delivered to the agreed standards and timelines, and share updates with relevant internal stakeholders
o Deliver good training standards and make sure operational functions execute accordingly.
o Provide and evaluate results, trends, analyses for existing programs & services and provide action plans where required
o Take the lead during incidents of a complex technical nature
o Act as the continuous improvement champion in maintaining the Knowledge Base
o Contributor towards the process of innovative change and shift left initiatives
***Qualifications:
_ Technical_
o CCNA/ CCNP qualification or Similar
o ITIL Certification preferred
o Demonstrate above average technical knowledge of Network peripherals, Products and Services
o Demonstrate strong working knowledge and experience of NSC's products and services
_Non-Technical_
o Demonstrate strong Leadership and coaching skills
o Hands-on operational approach
o Customer service focused
o Excellent communication skills.
o Resilient, focused and performance driven in a dynamic and fast moving environment
o Quality oriented in all aspects of delivery
_Management_
o Able to act as a 2IC in the absence of the Service Delivery Manager
