Customer Engineer

4 weeks ago

Pretoria, South Africa Nambiti Technologies Full time
We are recruiting for a Customer Engineer position.

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 SLA’s.
IT Support
  • Analyse user problems.
  • Prioritise 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 callouts (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
  • Bachelor’s Degree/ Advanced Diploma in Information Technology related qualification.
  • Relevant 4 years’ experience in system support environmen

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