Customer Engineer (2)

Business Connexions - Lusaka, Lusaka

Job closed

Job closed

Contract

Contract type
Contract
Application deadline
04/06/2019

Description

Position
Customer Engineer (2)
Industry
Other
Vacancies
1
Description
JOB PROFILE

SECTION A:
Surname:

Mulubwe

Initials:

Warren
Effective Date:

 

Personnel No.:

 
Business Area:

 

Department:

 

 

 
Position:

Customer Engineer
Functional Area:

Services Group
Purpose of the job:

To provide more routine hardware service, or ‘remote’ diagnostic activities under close supervision
Occupational Level:

Skilled technical and academically qualified workers, junior management, supervisors, foremen and superintendents
Job Title

Customer Engineer

Job Category:

Technicians/Associate professionals
Grade:

C Lower

Job Function:

Customer Support
SAP Level:

4000

 

 
CONTEXT

CUSTOMERS
  • Be aware of changes in client’s strategic objectives and ICT requirements
  • Take cognisance of ITIL compliance requirements
  • Understand the change in the service model to a service on demand in BCX model
  • Analyse client needs and advise on certain solutions in conjunction with the relevant BCX competencies
  • Service Integration Manager
  • BCX Competency Centres
  • BCX Delivery Team
  • Client Employee/Users
  • Team Leader
  • Supervisor
 
ROLES

COMPETENCIES
  • Manage Configurations
  • Coordinate Computer Operations
  • Install Hardware/Software
  • Support Users
 

Knowledge and skills:
  • Computer & Information Literacy
  • Interpersonal Skills
  • ITIL Framework
  • NetApp professional level
  • NetApp Specialist level
  • Nutanix Platform Professional
  • Understands BCX's Business Ethics & Values
 

Core Competencies:
  • Communication
  • Conformity
  • Customer excellence orientation
  • Feedback
  • Listening potential
  • Organising
  • Reading comprehension
  • Tact


 


SECTION B:


ROLES



OUTCOMES
Manage Configurations

  • Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)

  • Configuration items (CIs) are available for use by all authorised personnel.

  • Effectively investigate all defects and problems and report the outcome (i.e. clearance, cancellation or concession) against the CIs.

  • Necessary data is available for use by those performing investigations and ensuing actions.

  • Continuously control and document the analysis, implementation, review and test of proposed changes to all CIs and structures and link to defects as well as report problems where applicable.

  • Control and document the re-release of changed items as and when required.

  • Proficiently customise proprietary tools to enhance and update the Change Management environment in terms of database and software library, workflow and report generation




Coordinate Computer Operations



 



 



 



 



 



 



 



 



 



 



 



 



 



 



 

  • Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis

  • Ensure that the use of multiple hardware and software platforms is possible.

  • Actively supervise and instruct less experienced employees in all aspects of current and correct operational practice.

  • Delegate specific tasks and responsibilities to individuals as and when appropriate.

  • All tasks and procedures are executed effectively and efficiently to agreed levels of service or specific requirements of service level agreements at all times

  • Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.

  • Identify and rectify a broad range of operational exceptions and error conditions

  • Unexpected or extraordinary events or incidents are dealt with in a sensible and responsible way and where these actions necessitate modification, restriction or complete removal of resources or services available, communications are directed to users, specialists and others, using appropriate methods, to inform and escalate if necessary

  • Expertly address simple user enquiries, escalating those which need specialist or management attention


 

 

Install Hardware/Software

  • Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.

  • Proficiently track and check the necessary items to ensure that these are as described in the instructions or plans

  • Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards

  • The timing of the work is agreed with those affected, e.g. users, operations management.

  • Supplied test procedures and diagnostic tool are used to test the hardware and/or software that is affected.

  • Malfunctions are corrected by sometimes calling on other experienced employees and external resources as and if required and document results in alignment with agreed procedures

  • Continuously report the details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

  • Problems (e.g. poor performance) and faults (e.g. system failure) occurring in the operation of hardware and software - especially those requiring greater installation expertise, are escalated to more experienced resources.




Support Users

  • Detailed personal advice and guidance is provided to all users in the effective use of systems, products and services available to them.

  • Continuously demonstrate ingenuity in applying knowledge to non-standard situations

  • Constantly ensure that desk-top systems, products and services are used more effectively, and complex problem situations are investigated

  • Successfully diagnose underlying causes and expertly help users to recover or continue operation.

  • An effective interface between users and service providers is provided for all requests that cannot be resolved by supplying all necessary diagnostic information, according to established procedures.

  • Constantly prioritise resolutions, monitor progress and apply escalation procedures for problems not progressing satisfactorily

  • Propose, discuss and evaluate potential solutions with service providers and implement agreed field modifications or workarounds as directed.




 


SECTION C:


CUSTOM DEFINED ROLES



(Where relevant Line Managers must allocate roles and outcomes as defined in the business process available on Control ES)



CUSTOM DEFINED OUTCOMES
 

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SECTION D:


KNOWLEDGE AND SKILLS



BEHAVIOURAL INDICATORS
Computer & Information Literacy



 

  • Demonstrates knowledge of basic computer orientation and literacy.




Interpersonal Skills

  • Effectively builds and strengthens interpersonal skills on a continuous basis and uses them to successfully execute all work




ITIL Framework

  • Demonstrates an understanding of the ITIL Service management framework.

  • Confidently navigates the BCX intranet for standard published ITIL process flow.




Microsoft Office Product Suite



 

  • Efficiently utilises knowledge of the various MS Office Product range: MS Outlook, MS Excel, MS Word and MS PowerPoint




Understands BCX’s Business Ethics And Values

  • Understands BCX’s values and ethics

  • Treats all employees in line with BCX’s values and ethical guidelines



 



 


CORE COMPETENCIES



BEHAVIOURAL INDICATORS
Communication

  • Uses register and tone appropriate to the written task

  • Plan, draft, edit and check a text

  • Conveys information by means of written instructions in an accurate, clear, concise and understandable manner

  • Ensures the content of the text is understood as it is intended to be

  • Writes for a specified audience and purpose

  • Selects and uses appropriate language within BCX

  • Complies with BCX's and legislative requirements for communication

  • Listens and understands what has been heard clearly and objectively

  • Can use a variety of speaking and listening strategies to communicate

  • Speaks clearly and can be easily understood

  • Organises ideas clearly in oral speech

  • Expresses ideas concisely in oral speech

  • Maintains eye contact when speaking with others

  • Summarises or paraphrases his/her understanding of what others have said to verify understanding and prevent miscommunication

  • Adapts speech to accommodate socio-cultural sensitivities without losing meaning

  • Constantly organises and presents information in a focused and coherent manner




 

Conformity

  • Conforms and adheres to rules and regulations

  • Adheres to ethical / or principles of morality




Customer Excellence Orientation

  • Sets and achieves high standards of excellence and ongoing improvement of tasks based on determination and self-discipline

  • Seeks to accomplish critical tasks with measurable results

  • Sets high standards of work performance for self and others

  • Maintains, promotes and enforces adherence to quality requirements/specifications and standards continuously

  • Uses his/her own methods of measuring outcomes against a standard of excellence

  • Identifies client needs prior to client contact so that needs can be timeously met and professionally handled

  • Builds and maintains meaningful client relationships by assessing how clients think and feel

  • Displays a continuous improvement orientation

  • Is able to focus on and achieve standards of service, which meets the requirements of the client

  • Quickly and effectively solves client problems

  • Talks to clients to find out what they want and how satisfied they are with what they are getting

  • Lets clients know he/she is willing to work with them to meet their needs

  • Finds way to measure and track client satisfaction

  • Presents a cheerful, positive manner with clients




Feedback

  • Provides positive, helpful and productive feedback to co-workers and relevant parties

  • Establishes effective personal contacts and acts as a channel for contact with other parties




Listening Potential

  • Responds to and clarifies information received

  • Effectively listens in order to gain information

  • Can identify listening strategies




Organising

  • Arranges the availability and allocation of required resources

  • Schedules work with other departments or areas in mind

  • Assigns priorities so that the most important work is done first

  • Adjusts plan to facilitate and meet changing priorities

  • Establishes procedures for the efficient handling of information

  • Coordinates tasks and duties of individuals and groups in order to ensure smooth flow of work throughout the workplace




Reading Comprehension

  • Can read and understand what has been read clearly and objectively




Tact

  • Acts in a courteous, diplomatic, and comforting manner when attending to problems or difficulties clients experience

  • Does not offend clients and acts in a polite way

  • Acts in a respectful manner always



 



 



SECTION E:



Job Profile Content Page



Customer Engineer (C Lower)

REQUIRED LEVEL OF EDUCATION AND EXPERIENCE (SECTION D)
Educational Background:

  • Grade 12, NQF Level 4

  • ITIL Foundation certification is an added advantage




Previous Experience:

  • 2-3 years relevant experience




Requirements:



Essential operational requirements:

  • Smart Cellular phone: The employee is required to have a fully functional cellular telephone during all material times when work related communication is/may be necessary. This is critical to ensure that tasks may be allocated to the employee, status updates may be done, escalations may be actioned and accurate and immediate communication can take place as and when required to ensure outstanding efficient and effective service to all clients

  • Driver’s license: The employee is required to have a legitimate and official SADC driver’s license during all material times when work travel is/may be necessary to ensure outstanding efficient and effective service to all clients.

  • The above noted requirements with regard to cellular phones & driver’s licenses are material to the agreement to employ the employee and the ability of the employee to fulfil the duties and responsibilities agreed to in the contract of employment. Failure to adhere to the above noted requirements may result in the appropriate action to be taken and the reconsideration of the suitability of the employee for continued employment within the company. The employee’s agreement, acceptance and signature of the employment contract constitutes agreement and acceptance of the requirement for a cellular phone & drivers license as described above


It is the employee’s responsibility to Effectively Manage Telephonic Communication by:


  • Ensuring that a professional, personalised message is recorded on their cell phone and landline

  • Ensuring that the message facility is activated when you are unavailable to take calls

  • Regularly checking for new messages

  • Timeously responding to all messages in order to ensure excellent customer service







Job Requirements


Customer Engineer (C Lower)
REQUIRED LEVEL OF EDUCATION AND EXPERIENCE (SECTION D)
Educational Background:
  • Grade 12, NQF Level 4
  • ITIL Foundation certification is an added advantage

Previous Experience:
  • 2-3 years relevant experience

Requirements:

Essential operational requirements:
  • Smart Cellular phone: The employee is required to have a fully functional cellular telephone during all material times when work related communication is/may be necessary. This is critical to ensure that tasks may be allocated to the employee, status updates may be done, escalations may be actioned and accurate and immediate communication can take place as and when required to ensure outstanding efficient and effective service to all clients
  • Driver’s license: The employee is required to have a legitimate and official SADC driver’s license during all material times when work travel is/may be necessary to ensure outstanding efficient and effective service to all clients.
  • The above noted requirements with regard to cellular phones & driver’s licenses are material to the agreement to employ the employee and the ability of the employee to fulfil the duties and responsibilities agreed to in the contract of employment. Failure to adhere to the above noted requirements may result in the appropriate action to be taken and the reconsideration of the suitability of the employee for continued employment within the company. The employee’s agreement, acceptance and signature of the employment contract constitutes agreement and acceptance of the requirement for a cellular phone & drivers license as described above
It is the employee’s responsibility to Effectively Manage Telephonic Communication by:
  • Ensuring that a professional, personalised message is recorded on their cell phone and landline
  • Ensuring that the message facility is activated when you are unavailable to take calls
  • Regularly checking for new messages
  • Timeously responding to all messages in order to ensure excellent customer service




Requirements

Min education
Secondary school
Required experience
3 Years
Nationality
Not defined
Languages
Not defined
Specializations
Management and executive
Skills
Not defined
Prerequisites

.

Company

Employer name

Business Connexions

Job closed

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