Customer
Service Engineer
Purpose
of the Position: The
job holder supports all customers by providing and recommending appropriate
solutions in response to inquiries, concerns and requests about products and
services.
In
addition, they are involved in the integration, deployment and subsequent
monitoring and maintenance of customer solutions.
Responsibilities:
Responsibilities:
- Proactive
monitoring customer links using the NMS and other tools and taking the
necessary remedial action.
- Integration,
deployment and subsequent monitoring and maintenance of customer
solutions.
- Support
for customers queries and service issues 24/7.
- Attend
to customers support issues reported on phone and mail.
- Site
visits to troubleshoot and resolve technical customer issues for cases
that cannot be resolved on phone.
- Acknowledge
email by adhering to the Company’s standard.
- As
the Engineer on Duty (EOD) delegate and assigns tasks on scheduled site
visits.
- Post-implementation
training and commissioning of customer solutions.
- Resolving
customer faults on site.
- Ensuring
that all support calls are answered, responded to, acted upon and logged
into the Client Relationship Management (CRM) system.
- Tracking
and closely monitoring customer complaints logged in the CRM system.
- Working
out the exact nature of clients’ problems and prescribing the correct
solution, or referring them to others for assistance in order to ensure
continuous access to the service.
- Responding
to client queries promptly which results to customer satisfaction.
- Monitoring
network and clients links performance. To monitor and ensure optimal
performance in all network solutions.
- Implementing
customer solutions.
- Assist
in the induction of new staff in the region.
- Preparing
reports on a timely basis.
Occasional
duties
- Accompany
Sales representatives to meetings involving especially service reviews
- Pre-sales
input in responding to customer solution proposals.
- Occasional
assistance to the TechOps team in handling infrastructure related
issues.
Job
Specifications:
- Academic
and professional qualifications
- Bachelor’s
degree in IT related field such as Computer Science or Electrical
Engineering.
- CCNP
and JNCIA qualification would be an added advantage.
Work
experience
- Must
have at least 2 year relevant work experience.
- Knowledge
of Networks and internet troubleshooting.
- Experience
in Routing/Switching environments.
- Experience
in major operating systems such as UNIX, Windows
Additional
skills
- Experience
in managing/maintaining client relationships.
- In-depth
knowledge of customer solutions e.g. data communications, mail servers and
proxies.
- Good
analytical skills.
- Self-motivation
and ability to work without close supervision.
- Strong
people management and interpersonal skills.
- Results
oriented and goal focused.
- Excellent
presentation skills.
