Product Support Specialist at Bytes Managed Solutions

Job description

Key Result Area

• Manage and resolve escalations within allocated time frames
• Quality assurance
• Performance Management
• Participate in operational and projects meetings
• Training
• Ensure business adherence to ITIL standards and ITIL methodology are applied at all times.
• Ensure strict adherence to business policies, processes and procedures
• Assist with site specific documentation in order to ensure that it is updated, accurate and conforms to Bytes’ standards
• Ensure that expenses are within budget, Identify and implement cost reductions, Ensure that training is cost effective
• Build technical relationships with our clients to influence and provide guidance, Build internal relationships to improve perception and utilisation of resources. Conduct product info sessions and guidance sessions. Build strong and working relationships with OEM / suppliers
• Ensure that onsite technical support is given within 8 hours of any request.
• Ensure that technical support given resolves the problem 100% of the time.
• Ensure that technical staff adhere to policies and procedures resulting in a maximum of 2% of correction actions raised due to skills and process deviations. Ensure the completion of a detailed and accurate field trip report within 2 days of every on-site problem resolution performed.
• Ensure that all telephonic assistance is recorded against the work order. Provide dial-in remote support and administration for targeted customers
• Provide leadership and guidance on technical service delivery for solution of service issues
• Provide leadership and technical guidance to improve install base performance - uptime to clients
• Provide technical guidance to improve install base performance - reduce call rate, increase availability and reduce failure rates
• Provide technical documentation, internal as well as external
• Analyse product / solution performance and take / implement corrective actions to correct performance
• Ensure that the correct parts and skills gear in are adhered to Ensure constant monitoring of vendor product information so that relevant technical information can be provided to the operation
• Ensure adherence to the quality procedures for department Product specialist to perform at least 5 site visits per month Clear all corrective actions within 14 days Ensure a living quality system that is utilised to support the business. Ensure a neat and secure work place and work practices Conduct Monthly Service Management reviews and submit minutes
• Ensure that training requirement analysis are documented. Ensure that all courses have learning outcomes and assessment criteria Ensure that designed courses meet business needs
• Ensure that only accredited providers are utilised for training Ensure that training is facilitated as opposed to lectured Ensure that all training courses include both formative and summative assessments Ensure that trainers are fully competent with regards to course material and can convey this confidently
• Problem Management, Product specialist to conduct technical monthly analysis to identify and highlight technical related issues as well as offer solution engineering or process enhancement to increase availability, reduce failure rates and ensure technical problems are addressed. Ensure all action items are cleared within 5 days of the completed analysis.

Qualifications

• A+ N+
• MCSE or equivalent
• A good desktop and server hardware and software knowledge
• MS Office professional knowledge (Advanced)
• MS Project knowledge (Basic)
• MS Visio knowledge (Intermediate)
• Win Operating Systems knowledge - XP to current (Advanced)
• A fair understanding of Unix/Linux would be an advantage.
• Telephonic Support (Advanced)
• Remote support(Advanced)

Experience

• IT hardware and software troubleshooting experience
• 5-year experience in IT
• Report and business writing skills experience
• Server virtualization
• Presentation skills
• Analysis skills
• Problem management skills
• Common Governance & Framework knowledge
• Networking fundamentals is a must.
• Customer relationship management (Basic)

Skills

• Able to read and apply knowledge to the respective EUC accounts
• Hardware skills
• MS Office
• Windows OS – All Versions
• Network Skills
• Technical writing skills
• Server and desktop configuration.
• Remote Support

Attitude/ Behaviour

• Attention to detail and quality
• Problem analysis
• Performance management
• Initiative and perseverance
• Functional planning
• Tolerance
• High emphasis on output
• Flexible
• Self-development
• Communication skills (Written and Oral)
• Self-starter
• Attention to detail
• Task completion
• Mentoring
• Knowledge-sharing