We are recruiting for an IT Customer Engineer. Key Performance AreasCustomer 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.- Prioritize 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 call-outs (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 environmentTechnical, Managerial, and Behavioral Competencies Required- Planning, Organising and Coordinating.- Personal mastery.- Judgement and decision making.- Ethics and Values.- Client Service Orientation. - Citrix.- Company legacy systems.- MOUS.- Integration platforms.- Financial systems#J-18808-Ljbffr