Technical Account Specialist

2 weeks ago


Cape Town, South Africa NSC Global Full time

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 Work closely with Service Delivery Manager in preparing relevant training & coaching workshops

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


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