Service Desk Systems Engineer

JOB PURPOSE

The purpose of the job is to provide remote support to customers in the Service Desk Department. The Systems Engineer engages with sites that use Namos' retail POS software. The Systems Engineer is responsible for managing inbound calls as well as rerouting calls to relevant teams at the service desk and complex diagnostics. The systems engineer receives tickets from Diebold Nixdorf (DN) agents via the relevant ticketing system. The Systems Engineer plays a role in verifying diagnostics done by DN. Moreover, the Systems Engineer corresponds with DN via email, providing updates on logged tickets. The Systems Engineer is responsible for posting calls onsite, engaging internal resolver to pursue onsite solutions. A key responsibility of the Systems Engineer is to resolve tickets within the required SLA (Service Level Agreement). Additionally, the Line 2 Systems Engineer plays a part in collating incident data for site investigations.

KEY RESPONSIBILITIES

TECHNICAL LEADERSHIP (5%)

· Provide subject matter expertise in systems engineering, troubleshooting, and problem resolution.

· Stay current with Namo's product offerings and industry best practices.

· Mentor and train junior team members in technical skills and procedures.

· Function as an escalation point for complex technical issues, working closely with the help desk team to resolve them efficiently.

· Foster a customer-centric approach among team members, emphasizing the importance of customer satisfaction.

PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)

· Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents.

· Proactively identify potential issues and develop of preventive measures to mitigate them.

· Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction.

· Develop and implement best practices and standard operating procedures for incident management and support.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)

· Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team.

· Promote knowledge sharing and contribute to the creation of a centralized knowledge base.

LOGGING AND MANAGEMENT OF LINE 2 TICKETS (20%)

· Logging tickets for all corporates.

· Prioritize tickets based on urgency and impact on user.

· Study existing knowledge base and make constant improvements to customer service.

· Accurately categorize tickets-based severity level and manage till resolution, remaining cognizant of the SLA.

· Adhere to internal ticketing protocol by capturing all required details.

· Ensure incident communication trails are captured on the ticket throughout all stages.

· Regularly update pending list

· Identify duplication in requests and mitigate repetition.

· Escalate repeat incidents to team leader.

· Make regular contact with clients, keeping them abreast of tickets.

TECHNICAL SUPPORT (40%)

· Offer remote technical support and provide step-by-step guidance to customers.

· Received and assess DN tickets via integration.

· Manage and resolve corporate tickets and post call onsite within the required SLA.

· Review diagnostics completed by DN and verify accuracy.

· Pursue all tickets diverted by DN and consult with DN agents via email and telephone tracking tickets progress through to completion.

· Share collated closure email to DN where necessary.

· Oversee the management of installed computer systems to ensure their efficient and reliable operation.

· Adhere to determined SLAs based on the internal severity matrix.

· Effectively identify and resolve issues related to back-office systems.

· Conducting continuous Ping and TraceRT to assess network stability and conduct a hand back to DN.

· Apply effective diagnostic process to resolve issues related to Namos sites, making use of existing knowledge base.

· Coordinate site visits by internal resolvers and third parties where necessary.

TELEPHONIC AND EMAIL CORRESPONDENCE (10%)

· Effectively correspond with customers through email and telephonic channels.

· Pursue information regarding ticket resolution ensuring the customer is provided with regular updates on progress.

· Actively assist in the improvement of the diagnostic guides.

· Identify and flag trends in incidents and contribute to initiative-taking resolution.

SYSTEM MANAGEMENT AND PERFORMANCE OPTIMIZATION (5%)

· Address any potential issues swiftly and effectively.

· Flag any identified threats with team leader.

· Ensure optimal functionality of support applications at all times.

· Collaborate closely DN and problem management by flagging recurring site issues and requesting necessary fixes and enhancements.

· Act as a resource for knowledge sharing, training, and mentoring junior staff and fellow Systems Engineers.

· Efficiently manage multiple projects concurrently, ensuring they are executed within specified timelines.

PROFESSIONAL DEVELOPMENT (5%)

· Attend routine refresher training sessions and coaching to stay updated on internal best practices.

· Continuously improve technical knowledge and skills.

COLLABORATION (5%)

· Collaboration with with inernal resolvers and third parties to resolve system-related challenges.

· Ensure effective communication and teamwork

MINIMUM REQUIREMENTS

Relevant certifications such as CompTIA A+ N+

· Degree/ Diploma in IT or equivalent

· Minimum 3 years Stowe experience or similar industry experience

· Minimum of 3-5 years of experience as a Help Desk Technician or related positions in call centers, technical support, or IT.

· Familiarity with operating systems and software management.

· Proficiency in troubleshooting techniques.

· Valid South Africa ID

Job Types: Full-time, Permanent

Pay: R9 000,00 - R10 000,00 per month

Ability to commute/relocate:

• Goodwood, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Does your salary expectation align to the range indicated on this posting?

Location:

• Goodwood, Western Cape (Preferred)

Work Location: In person