·         Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution as per Contractual agreement

·         Provide day-to-day technical support for all Companies and third party products

·         Assist with setting up lab environments per customer / tender specifications.

·         Provide basic training on core applications

·         Install, configure and troubleshoot the MS operating systems and products installed on those systems.

·         Update ticket entries with clear informative written English, without jargon or the use of acronyms

·         Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required

·         Adhere to clearly defined Escalation Matrices and ITSM RACI 

Managing Customer Contact

·         Ensure all technical staff (including third party agents and self-sufficient customers) have the correct information and documentation required to perform system maintenance and upgrades

·         Interface via Multi channel with end users

·         Provide excellent service to customers and set expectations based on agreed processes

·         Manage all tickets, to agreed target resolution times as specified in the Company's level agreement

·         ‘Own’ customer issues through to resolution and recognise when to escalate

·         Provide reports as and when required

·         Assist the service technicians with ad-hoc projects

·         Keep ticket entries updated with clear informative written English, without jargon or the use of acronyms

·         Interface when necessary with the Application Engineering Team, Infrastructure Engineering, Validation, Development and Services Team Lead to obtain any assistance required

·         Electronics/electrical engineering diploma

·         At least 2 years’ experience in product repair or fault finding support

·         At least 1 years’ experience in a service desk / help desk environment

·         Experience with service level agreements and maintenance

·         ITIL Foundation V3 or V4 is advantageous

·         Experience in the utilities or electrical industry is advantageous