Employer Active
Not Disclosed
Salary Not Disclosed
1 Vacancy
The Technical Consultant forms part of the Support team. The Support team ensures that software is effectively implemented, maintained and continues to provide up time within the customer. Customers are enterprise wide and across the African continent. The Technical Consultant s primary focus is to ensure the Software Technology is always effectively functional as well as to deliver the objectives the customer originally and continuously require.
Primary Responsibilities for the Role
Delivers and executes quality Support to the customer as per the SLA/Contract
Troubleshoot AdaptIT EPM software
Troubleshoot hardware faults linked to the software
Installs as per protocol AdaptIT hardware and software
Conducts root cause analysis
Conducts maintenance, commissioning and health checks on the system
Effective administration, reports and feedback of tickets assigned.
Investigate and identify potential flaws with the in-house software and assist with rectifying any such potential flaws
Investigate and identify potential issues with buffer hardware, customer s environment (LAN/WAN), customer s servers
Conducts maintenance, commissioning, health checks as well as advising the customers on their solutions
Effective communication with customers and internal operations to ensure that the software is delivering on the solution offered.
Raising any software bugs, feature enhancements and potential road map items to our inhouse Development Team.
Project implementation
Follows a detailed project plan and ensures delivery of own objectives within the project plan
Assists with management of multiple vendors
Follow project plans with implementation of hardware and/or provisioning of our software solutions on our hosted platforms or when required to deploy onsite
Communicates actively, verbally and written regularly during project implementation.
Takes responsibility of signoff of project assignments.
Consulting and customer engagement
Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customers in pain are evident
Collaborating closely with Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.
Engaging in value adding communication and information with the customer on a regular basis
Internal Administration Management
Product Knowledge and Technical Certification
Customer Growth and Retention
Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customer in pain is evident
Collaborating closely with Software Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.
Engaging in value adding communication and information with the customer on a regular basis
Commitments are adhered to and escalated early in the case of non-delivery
Email and Telephonic communication to be done in a presentable and proficient manner to the customer as required.
Customer retention key focus and following the necessary processes to ensure customer retention.
Key Working Relationships
Internal
Sales, Development and Technical Support team
External
Customers at varying levels (Users, HR, Finance and IT)
Partners and Vendors
Minimum Qualification and Experience Requirements
Education & Qualification
Relevant IT degree/diploma/certification
Skills and Competency
Software engineering
Analytical problem solving
Route cause analysis
Strong Communication skills
Fast learning in high performance Culture
Full Time