Install, maintain and support company product portfolio and solutions at customer sites, guided by the processes and systems that govern the Service Delivery and Technical Support
Maintain, install and support range of products / solutions sets.
? All support calls to be addressed timeously within SLA standards; as defined in quality processes and using relevant service management tools. Daily, comprehensive updates to the incident management application are critical.
? Ensure customer’s installed site is documented in site file / as build document and that this documentation is accurately maintained on an ongoing basis.
? Ensure that the tools and/or equipment issued by remain in an acceptable usable state and report any damage to the equipment/tools.Be available to perform standby duties on a rotational basis.
? Responsible for performing solution installations. Ensure that all installed systems are in working order according to customer configuration documentation; vendor’s installation guidelines and standards and signed off according to project management process. Ensure effective communication throughout the project lifecycle.
? Travel nationally and internationally at short notice when required.
? Continuous participation in technical information sessions, ensure that skills and knowledge stay up to date.
? Actively participate in knowledge sharing activities to support a culture of continuous learning and development amongst peers and colleagues.
? Participate in continuous improvement of service delivery processes and documentation.
? Work performed meets customer expectations and follows appropriate delivery methodologies.
? Adhere to all processes.
? Provide feedback for the continuous improvement of processes.
? Ensure that services provided to customers are provided according to the service levels specified in the SLAs.
? Ensure that all projects are delivered within scope, time, cost and quality to meet customer needs and requirements.
? Identify opportunities to improve the efficiency and effectiveness of service delivery.
? If a company vehicle is assigned, ensure that the company vehicle is serviced at the correct intervals as per manufacturer’s guidelines, monthly inspections are performed and van stock checked as per the required company policies.
? Provide mentorship to other technicians
? Perform a technical lead on projects
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