1. Overview of the Role
To render support in the mobile data arena in an efficient, effective and professional manner. To conduct extensive trouble-shooting associated with escalated technical queries around these interfaces, devices and technologies.
• Key responsibilities include the following:
• Providing onsite technical support with analyzing problem areas associated with Data services and Converged Services as directed by Operational Management.
• Providing onsite installation services as required per contract requirements.
• Tracking and trending onsite problem detection and resolution.
• Entering tasks performed onsite and time allocation in the work order management system.
• Usage of tools developed to support installation and site troubleshooting analysis.
• Support on mobile and smart phone devices
• Make recommendations to further enhance troubleshooting and installation tools feature/functionality/capability?
• Develop and maintain installation and troubleshooting procedures?
• Represent the Company in a positive, professional and enthusiastic manner when working with both external and internal customers.?
• Support and adhere to Company’s core values.?
• Perform other duties or responsibilities as assigned or required.
• Provide onsite Technical Support. Provide relevant report and documentation to assist in resolving escalated faults to back office.
• Provide Technical report on completion of call out.
• Providing feedback to support.
• Stays current with outstanding high severity sustaining issues and evaluates impact to assigned work.
• Involved with new install projects for company accounts?
• Provide technical oversight and support, reporting to customer and internal management on technical issues.
• Work with the Tier 3 and Tier 4 teams on any positively triaged issues which need remediation.?

Working Conditions/Physical Requirements
• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the responsibilities of this job, the employee is regularly required to sit; frequently required to use hands to finger, handle or feel and talk or hear. The employee must be able lift and handle equipment. Specific vision abilities required by this job include ability to focus. Computer use is required on a daily basis.

Education and Qualification Requirements

Minimum Requirement
• Matric
• A+, N+
• Associate’s Diploma from a technical institution plus prior field support experience.

Maximum Requirement
• Microsoft Windows/Office Suite Applications (Word, Excel, Access, etc.)?A+, N+ MCSE will be an advantage?
• Usage of customed developed or packaged field support software and hardware
• Fully conversant with Microsoft/Apple operating systems
• Understanding of Mobile Data and its components, including GSM/GPRS/3G/LTE, will be an advantage?
• Knowledge of Data Networks and its connectivity (lans/wans/tcp/ip etc) will be an advantage