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SOLUTIONS ENGINEER - 356109
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Helderberg, Western Cape
An exciting career opportunity exists in Somerset West, Cape Town for a Solutions Engineer within the IT industry.
Duties & Responsibilities
Primary Purpose of the Job:
The primary purpose of the Solutions Engineer is the efficient installation and implementation of all company offerings. The Solution Engineer will also be responsible for all onsite/remote support for all ongoing solution implementations up until handover to the customer care team.
The Solutions Engineer is also responsible to monitor and communicate and update clients via communication platforms regarding issues that might be experienced during a solution roll out in order to ensure customers receive the best possible service experience. Their focus and priority are completing all solution roll outs within the relevant deadlines provided.
Key Performance Areas:
General Operational Duties
Communication and Monitoring
Improve customer service, perception, and satisfaction.
Ability to work in a team and communicate effectively.
Escalate service issues that cannot be completed within agreed solutions deadline.
Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
Document how to guides after resolution of unidentified problems
Responsible for entering time and expenses in Zoho as they occur.
Work through a daily schedule in Zoho that has been established through the dispatch process.
Understand processes in Zoho by completing assigned training materials and blueprints on the Zoho University.
Enter all work within project tasks in Zoho.
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
Responsible for remote and onsite support E.g. but not limited to, Setup of Workstations, basic troubleshooting, Network, Connectivity, Office 365, Data transfer, Backup format and reload of workstations, CCTV, PABX and general upkeep of Client sites.
Ensure company standard is always applied and maintained.
Work with Sales and Customer Care teams to help identify and develop new solutions.
Advising customers on how best to use solutions provided.
Support Customer Care and Sales team with solution selling into prospective account base
Create and deliver powerful presentations and demos that clearly communicate the uniqueness of the value proposition
Effectively identify client needs for future product enhancements (if not offered by existing solutions)
Education and Skills:
Matric and relevant degree or certification in information technology
Relevant university degree in Information Technology will be advantageous
Professional IT certifications such as A+, N+, NSE 1,2,3 & 4, Zoho, Connectwise Automate, PABX (Yeastar), Mimecast and MCSE
Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Self-motivated with the ability to work in a fast-moving environment.
Proven work experience in solutions implementation
Ability to creatively explain and present complex concepts in an easy to understand manner
Solid technical background with understanding and/or hands-on experience in technologies offered as part of solutions designed by company.
Excellent presentation and creativity skills
“Empathy” – understand client frustrations and immediate requirements.
Ability to work in a high-pressure environment
2-3 years’ services desk / customer care experience working in an IT infrastructure and hardware environment with the primary focus on implementation of new hardware solutions.
Package: Market related
If you don’t hear from us within 3 weeks of your application, please consider your application unsuccessful.