3rd Line Technical Engineer at Kerridge Commercial Systems South Africa

• The 3 rd Line Technical Engineer is responsible for implementing new products and services, decommissioning retired systems, supporting core infrastructure in all of Kerridge CS’s Data Centres as well as on customer premises where applicable, ensuring that they continue to offer the best value and service levels to KCS clients.
• Also responsible for resolving incidents and service requests assigned from other teams, providing an escalation function to other teams within the business, ensuring maximum availability of service to our customers and working with account managers and sales teams in a pre-sales capacity.
• You will work in collaboration with peers across the Global organization to adopt and implement the standards and processes necessary to deliver the best in class service our customers expect, meeting or exceeding contracted SLAs and targets.

Key Responsibilities

• Work with account managers and sales teams in a pre-sales capacity to provide technical advice and validation for new projects.
• Deliver assigned projects on schedule and manage other consultants on large-scale projects as required
• Identify weaknesses/inefficiencies in process/procedures across all levels of the service model, and put forward suggestions for improvement (and automation where possible) to facilitate continuous service improvement within the wider team
• Create and maintain high quality documentation ensuring it is updated following reviews or changes.
• Take ownership of inbound infrastructure-related incidents and service requests and ensure they are resolved or assigned within published SLAs and against internal targets
• Liaise with internal and external customers and stakeholders, keeping them informed about progress on calls being attended to.
• Provide technical advice and guidance to other consultants within the team and other teams within the business.
• Be available outside of normal office hours (within reason) to assist and advise colleagues during P1 outages and emergencies
• Work with third parties and suppliers where necessary and travel to customer sites if required.
• Support Design Engineers with new product Introductions, ensuring documentation is made available for operational teams

Key Requirements

• Have expert knowledge of modern IT infrastructure including networks, storage, servers, security, virtualisation and databases
• Have significant experience delivering complex infrastructure projects within tight deadlines for external customers
• Hold relevant, related qualifications and certifications
• Have the ability to work as part of a team, but also be able to work alone when necessary
• Have the ability to understand why excellent customer service, time keeping, and flexibility matters
• Possess good written and verbal communication skills, have attention to detail, and excellent time management skills
• Be able to manage individual and team workloads and prioritise tasks accordingly