Tech Officer: Customer Engineer (Leverage Desk)

Business unit, Department, Reporting

Core Description

A Tech Officer Customer Engineer plays a crucial role in providing technical support and assistance to users within an organization or customers of a product or service.  The incumbent provides service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction on various accounts.

Key Deliverables / Primary Functions

• Provide frontline technical support to end-users via various channels such as phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, network, and other IT-related issues.
• Diagnose and resolve technical problems reported by users in a timely and efficient manner. This may involve guiding users through step-by-step solutions, performing remote troubleshooting, or escalating issues to higher-level support teams when necessary.
• Log and track all support requests using a ticketing system or help desk software. Ensure accurate documentation of issues, resolutions, and communication with users for future reference and reporting purposes.
• Escalate unresolved issues or complex technical problems to higher-level support teams, system administrators, or software vendors as per established escalation procedures. Follow up on escalated cases to ensure timely resolution and user satisfaction.
• Monitor systems, networks, and applications for potential issues or performance degradation. Proactively identify and address emerging problems before they impact end-users or business operations.
• Participate in team meetings, performance reviews, and training programs to enhance technical skills, customer service abilities, and overall effectiveness as a help desk consultant. Contribute ideas for process improvements and service enhancements.
• Adhere to company policies, procedures, and service level agreements (SLAs) governing help desk operations. Ensure compliance with IT security policies, data privacy regulations, and industry standards.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

2 years’ experience in Customer Engineering working shifts (night and day shifts).

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement with internal and external clients.

Special Requirements / Employment Condition

Workplace / Physical Requirements