Unified Communications Outsourse needs a Snr. FSE to drive the successful resolution of all the User problem requests within the specified Services and SLA parameters of the Gijima and client Impala Platinum and SAPS with concentrated focus on customer satisfaction based at Impala Platinum Springs<\/p>\n
CRITERIA:<\/strong><\/p>\n Knowledge and experience of Windows 10x, XP, MS Servers, MS Office, Anti-Virus support, IE and Internet Mail, Microsoft Patches, Hardware Maintenance (on is3000 PABX systems), LAN administration (like SQL, User Profile Management), Server Maintenance (like Hardware, Software, DHCP and DNS, Security and TCP\/IP, FTP) would be an advantage<\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n Job Title: Field Service Engineer: Senior<\/strong> Job Summary:<\/strong> Regular communication with Call Coordinator to determine new \/ assigned Changes \/ Requests REQUIREMENTS:<\/strong><\/p>\n Must be results orientated with an analytical approach to problem solving
\nLocation: <\/strong>East London<\/p>\n
\nDuties & Responsibilities:<\/strong>
\n JOB DESCRIPTION:<\/strong><\/p>\n
\nEstablish and deploy best practices, standards, methodologies and processes in order to deliver good customer services.
\nEnsure Customer Satisfaction through call-backs, providing additional information on work-performed and escalate if necessary
\nConfirm \/ verify \/ manage customers expectations (ETA & Need by Date)
\nComplete all calls within the agreed SLA parameters
\nRegular feedback on call status to Call Coordinator
\nImmediate call closure \/ completion notification and timely ticket update
\nCompliance with all reporting and ticket update requirements
\nCompliance with time reporting requirements
\nOwns responsibility to drive to completion, all service activity or to execute a clean handoff of that responsibility to another member of the staff
\nAdhere to processes and procedures as agreed to in the contract between GijimaAst and Client
\nTimely information (where known) sharing with the Availability Services Region regarding existing as well as coming workload
\nEnsure that only work as defined within the contract parameters are being performed
\nEnsure that all out-of-scope work is quoted and charged for via \u201ctime-and-material\u201d process
\nFollow up on customer queries with regards to Vendor Traceability and other queries
\nInvestigate root cause analysis & problem re-occurrences and suggest solutions
\nAdhere to standards and policies<\/p>\n
\nGood organisational and time management skills
\nAbility to communicate effectively with clients and initiate corrective procedures to ensure customer service excellence.
\nAbility to react quickly and make decisions under pressure
\nInsight and understanding of the clients\u2019 business and impact of IT related challenges on the business
\nExcellent telephone etiquette
\nExcellent communication skills (verbal & written) and be able to communicate at all levels of the organisation
\nMust be fully bilingual
\nMust be prepared to work long hours \/ overtime
\nMust be a team player
\nMust be prepared to do local travelling and have a valid drivers license and own reliable transport
\nMust be able to maintain confidentiality of information
\nPhysically strong and healthy enough to carry equipment such as 21\u201d monitors, etc<\/p>\n