Jobs at Content+Cloud

Description

This role has overall responsibility for the provision of a broad range of Project Management Office support, to a variety of projects and programmes, supporting our clients within the Professional Services Directorate and some of the wider group directorates. This document indicates the primary roles and responsibilities for a Project Support Officer. The list is not exhaustive, and aspects can and will be added or removed as per the needs of the business. Motivation and appetite to learn will be key as training can be provided.

Job Responsibilities:

Process, Governance & Quality Management:

• Providing documented processes and core governance for projects engagements across the group

• Provide advice &/or assistance to Project Managers where Client demands require process

• Flexibility

• Ensuring adherence to ISO Certification & Processes

• Compliance with Legal, Regulatory, Statutory and Contractual requirements

• Customer & Delivery Team Satisfactions Surveys to include:

• Managing client feedback requests

• Obtaining Feedback from Delivery Teams on Engagements

• Identifying lessons to be learned

• NPS reporting

• Documentation Template Updates to include:

• Kimble Products & Template maintenance (governance of major versions)

• Engagement template documentation (SoWs / Change Request / Contracts)

Process Communications

• Ensuring the right communications channels are used for the right purposes

• Point of contact for project team and engagement communications, managing and engaging

• with a wide range of internal and external stakeholders

• To provide timely response to all enquiries, from both internal and external clients relating to

• engagements

• Liaising with other internal teams to ensure smooth transition of projects

Engagement Delivery Support:

• Transition of projects from Commercial to Delivery to include:

• Order / Deal Pack Processing

• Including following up on actions needed for completion of Change Requests

• Transition of projects from Delivery to Managed Service to include:

• Resource Augmentation / Managed Resource Augmentation project administration and resourcing, including financial management of the project

• Assisting Project Managers with resourcing engagements

• Supplier Delivery Management

• Technical Team & Schedule Management to include:

• Managing scheduling for non-PS bookings as required

• Future resource demand forecasting

• Ensuring demands can be met

• Identifying when we have more work than resources can manage and escalating

• Identifying where we have significant white space to be filled and escalating

• Holiday / Planned Absence Request Approvals

• Managing Non-Billable / Other Activity Codes

• Team Skills Matrix and capability information capture (i.e. service delivery capability)

Financial & Performance Management:

• Managing & Reporting against Targets to include:

• Weekly & Month End Period Management

• Checking that all timesheets have been entered and running the period close activities o Adding timesheet information on behalf of consultants (by exception only)

• Approving timesheets on behalf of Project Managers (by exception only)

• Analyse & Report on Team Utilisation

• Revenue analysis and maximisation

• Ensuring all white space is filled where possible

• Forecast / delivery variance reporting

Requirements

Specific capabilities required:

• Strong personal organisational skills

• Excellent communication skills

• Service oriented, adaptable, and resilient

• Process driven, excellent attention to detail, quality, and control

• Ability to work on own initiative

• Good negotiation and relationship building skills

• Ability to develop new skills and understand new technology as required

Knowledge Required:

• Skilled in Microsoft Office 365 Suite

• Knowledge of Kimble PSA tool an advantage but not essential

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday between 8am and 6pm - based on UK hours)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans

All recruitment and selection for Content+Cloud is guided by the principles of our Employment Equity Plan.

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Description

We are looking for an experienced Support Engineer to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Duties & Responsibilities:

• Telephony:

- answer calls and attempt first call resolution.

- confirm and capture accurate information.

• Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.

• Prioritize and manage several tickets at one time.

• Apply extreme attention to detail

• Maintain data quality and accuracy standards at all times.

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).

• Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.

• Ask targeted questions and apply accurate troubleshooting.

• Contribute fully as an active team member and ensure personal and team objectives are achieved.

• Collaborate with other teams to maintain standards and functionality.

• Maintain a professional relationship with clients and peers,

• Utilise excellent customer service skills and exceed customers’ expectations.

• Report potential client facing risks.

• Report customer feedback and potential product request.

• Maintain personal development plan with line manager.

• Collaborate with other teams to maintain standards and functionality.

• Undertake any other tasks as assigned by management.

• Availability during your shift hours (which may incur shift & desk rotation).

• Troubleshoot, maintain and support a wide range of systems.

• Ensure Service level agreements (“SLA’s”) are met.

Requirements

• Previous experience in a similar role

• Must have experience in supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)

• Hold a formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker

• Excellent desktop troubleshooting skills.

• Basic to intermediate server and network identification and troubleshooting skills.

• Take ownership of technical escalation.

• Contribute to and improve internal knowledgebase assets.

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Provide prompt and accurate feedback to clients.

• Direct unresolved issues to senior support service engineer for technical escalation.

Benefits

• Job Type: Permanent

• Salary bracket: R18 000 - R22 000 per month

• Role based out of our Century City offices (currently working remotely)

• 40 - 45 hours per week (Based on UK time zone)

• Retirement Fund & Medical Aid

• Death, Funeral and Disability cover

• 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)

• Continual professional development plans