VIP Support Engineer at Nexio

ROLE REQUIREMENT

• Pro-actively managing VIP’s on the Vodacom campus regarding hardware, software and connectivity.
• Availability at all hours, when if and when required.
• The logging of all requests via telephone and email accurately into the Remedy System
• Manage end to end all calls logged and providing updates to keep customers informed. 
• Include all troubleshooting notes in logged request or incident.
• Provide first line support for VIP’s facing challenges and try and resolve on first call.
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
• Identify trends by monitoring and analysing incoming calls, problems and support requests. 
• Use the required dashboards or views to track and escalate issues seamlessly.
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s satisfaction.
• Manage all Pending UNA requests.
• Ensure the device is correctly prepared before deployment.
• Set up user profiles.
• Connecting devices to the network
• Troubleshoot and repair technical desktop issues On-site or remote connection.
• Support for mobile devices (Ipads, Tablets, android devices etc…)
• Security Compliance for assets
• Executive support ((Dealing with executive requests)
• Asset Management/ reverse logistics (Asset transfers)

Additional Information:

• Have a detailed track record of supporting VIP’s
• Must be available on call at all hours, if and when required
• Must be a peoples person – Excellent interpersonal skills
• Must have own transport
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Good judgment skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Be prepared to perform standby duties and work irregular hours if required.

JOB SPECIFIC REQUIREMENTS

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully functional. 
• Identify and learn appropriate software used and supported by the organisation.
• Escalate queries beyond the scope to L3 support.
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
• Excellent language command: English/Afrikaans
• 3 Years VIP Support Engineer Experience
• Excellent understanding of IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• Detailed track record of VIP support
• A+ and N+ certified
• Excellent attendance and punctuality are required
• Own vehicle (essential)