It Service Consultant - Pretoria
Salary Negotiable
Pretoria, Gauteng
Pretoria,
Gauteng
more than 14 days ago
27-08-2014 4:02:00 PM
24-09-2014 4:02:00 PM
The company -
Join a successful telecommunications company assisting their large client base in identifying and implementing intelligent solutions that is best for their organisation
JOB PURPOSE –
The Service Consultant forms part of the services team. The Services team ensures that software is effectively implemented, maintained and continues to provide up time within the customer.
The primary focus is to ensure the TECHNOLOGY is effectively functional at all times.
KEY PERFORMANCE AREAS -
-- Project Implementation
-- Consulting and Customer Engagement
-- Internal Administration Management
-- Product Knowledge and Technical Certification
DUTIES AND RESPONSIBILITIES -
Delivers and executes quality services to the customer as per the SLA/Contract –
-- Troubleshoot software.
-- Troubleshoot hardware faults linked to the software.
-- Installs as per protocol 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, customers environment (LAN/WAN), customers 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.
-- Performs a Service Desk function when required and follows the service desk process as per ISO standards.
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 solution on our hosted platforms or when required to deploy onsite.
-- Communicates actively, verbally and written regularly during project implementation.
-- Takes responsibility of for signoff of project assignments.
Consulting and customer engagement –
-- Guides, trains and advises users of the system on achieving optimal usage of the software.
-- Ensures effective communication and informs the team and customers.
-- Able to extract, read and understand information provided by the system and can consult to users at customers on its impact.
-- Ability to do full root cause analysis as documented.
-- Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when CIP is evident.
-- Engaging in value adding communication and information with the customer on a regular basis.
-- All consultants perform a role of customer retention when dealing with customers.
Internal Administration Management –
-- All service interactions with Customers must be updated on the internal ticketing system on a daily basis.
-- The system must be administered and managed in accordance with operational guidelines and standards.
-- The system must reflect all current status of customer interactions within 24 hours of the activity taking place.
Product Knowledge and Technical Certification -
-- Service Consultants must demonstrate thorough knowledge of company’s solutions as per the level determined.
-- Continuously ensure skills and competence remains relevant and enhanced.
-- Actively learn and develop knowledge when new modules/versions are released.
-- Attend training sessions.
EDUCATION and WORK EXPERIENCE -
-- Relevant IT degree/diploma/certification.
-- 3+ years’ experience in the software and/or applications support environment.
-- Experience with interrogation of databases.
-- Has built a server from scratch.
-- Installed software and applications on a system.
-- Installed, managed and maintained a network.
-- Configured and worked on software applications related to communications.
-- OS knowledge.
SPECIFIC TECHNICAL/JOB/COMPUTER SKILLS –
-- TCP/IP, Domain networks.
-- SQL – ability to write a script/stored procedure.
-- Ability to query a database.
-- Software development and/programming exposure.
-- PABX and Telephone Systems.
-- Computer skills: Internet Explorer/Chrome; MS Excel; MS Word; MS PowerPoint.
PERSONAL ATTRIBUTES –
Professional and Polite;
Excellent interpersonal skills;
Strong written and verbal communication skills;
To be able to work efficiently in pressure situations and after hours as required;
Team player.