Key Roles and Responsibilities :
Own larger portions of an installation, break / fix incidents at a low to medium level of complexity.
Take responsibility for problem resolution and troubleshooting.
Respond to escalated client requests and support client applications to a first line resolution.
Escalate complex problems to the relevant third parties.
Assist with the documentation of standard operating procedures relating to installations and fixes.
Compile and maintain project administration.
Conduct elementary presentations within the customer's organization.
May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support to customers.
Expected to take ownership of relevant technologies according to domain or specialization.
Knowledge, Skills and Attributes :
Basic understanding and appreciation of technical design and business principles
demonstrates fundamental project management and administration ability
Display customer engagement skills
Demonstrate relevant domain specialist knowledge
Good verbal communication skills
Client focused and display a proactive approach to solving problems
Ability to work under pressure
Academic Qualifications and Certifications :
Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
Required Experience :
Basic work experience in a technical implementation engineering or similar role
Experience engaging with clients and conducting presentations
Basic project administration and documentation experience
What will make you a good fit for the role?
Standard career level descriptor for job level :
Seasoned and experienced professional
Has full understanding of specialisation area
Resolves wide range of issues in creative ways
Fully qualified, career level, career journey-orientated
Uses good judgement in selecting tools and methods to solve problems
Networks with senior internal and external people in own area of expertise
Receives little instruction on day-to-day work, receives general instructions on new assignments
Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
or a PhD or equivalent degree without experience; or equivalent work experience
