JOB SUMMARY:
The Partner Support Engineer’s focus is to deliver specific Technical post-sales service to our Partner clients base while serving as an advocate for customer needs. This involves monitoring, resolving technical client’s inquiries via phone and electronic means, as well as, site visits. He/ She is the primary technical point of contact for the assigned clients and providing advice and assistance to the client in relation to Solutions provided.
MAIN DUTIES AND RESPONSIBILITIES:
Receiving assigned support cases, visit sites, troubleshoot and resolves issues that could be associated with solution functionally such as application errors, database or data errors, message flow, firmware, and network connectivity (LAN and WAN (point-to-point)) and server performance.
Manage client’s expectations of response time and issue resolution through accurate and timely feedback to existing and prospective customers about the services offered by the organization.
Provide accurate and timely feedback and reports to Partner clients and the line manager as may be required from time to time.
Ensures proactive scoping of the technical solutions required in order to address customer requirements, assesses client’s met and unmet needs, and recommends solutions that optimize value for both the customer and the company.
Monitors the changing needs of the Partner clients in service delivery and improvement by liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.
Undertake training to keep abreast with solutions to support the customers.
Effective and efficient utilization of organizational resources as may be allocated
Application of validated processes to support and manage customer requests, complaints and inquiries.
Any other duties assigned pertaining to the departments’ operational activities.
QUALIFICATIONS, SKILLS AND EXPERIENCE:
Degree in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication or related discipline.
CCNP/CCIE, MCSE, MS Windows and practical knowledge of its application. Certification of the same will be an added advantage
Practical knowledge and skill in:
Networking, Cloud & Security Solutions and Devices. MPLS Knowledge a must.
Mail Systems – Mdeamon, Exchange, Lotus notes, etc. certified and practical knowledge of its application
4 years’ experience as an engineer.
Ability to handle multiple tasks
Experience of working with Oracle EBS is desired
Proficiency with working with MS Excel, MS Word and MS outlook.
PERSONAL ATTRIBUTES:
Self driven and result oriented
Strong customer support and client relation skills
Effective communication skills (verbal and written)
Strong focus on building relationships (internal and external)
Willingness to learn new things and share them with others
Team player
Confident and decisive
Strong Problem solving/analytical skills
