IT Software Support Engineer - Servetech Systems

The current location of KDs are the 3 above but this may increase and spread all through the country.  Therefore, you can be posted in any corner of the country.

Currently, we have the following KD locations:

• Greater Accra Region
• Ashanti Region - Kumasi
• Northern Region - Tamale

Main purpose of the job

To provide first level user support across all applications and peripherals at Key Distributor (KD) levels. In addition, Applications Software Engineers will monitor performance and Health of applications/peripheral systems and escalate high impact issues to Team Leader / Service Desk by logging a ticket. 

Key responsibilities

• Provide first level support to KDs and Sales Representatives
• Setup, configure and install software on the new machine
• Troubleshoot and test Mobile Phones, Mobile printers and other PCs
• Create and test new PROMOTIONs
• Train KD representatives, Team Managers and KD managers on the Sales Force Automation usage
• Conduct periodic checks on the installed applications/peripheral systems and produce reports as directed
• Implement new changes as directed by Customer Manager
• Participate in project implementation as assigned
• Identify shortcomings on the deployed application systems and provide solutions to improve or rectify them according to business requirements
• Install and configure antivirus and reporting tools on the KD’s machine
• Together with the KD Manager ensure that KDs do Backups and Desktop Machines where is installed is free from misuse
• Together with the KD Manager ensure that KDs have clean power to support the business.

Key performance measures

• Maximum availability of the KD’s Computer applications, Mobile Devices and peripheral systems
• Minimal downtime and MTTR to be within agreed limits
• Minimum number of Severity 1 outages
• Availability of Disaster Recovery Site operations and testing
• Number of outstanding changes

Key dimensions of the job

• Provide first level support for all applications and peripheral systems
• Log/report/escalate all applications and peripheral systems faults/incidents
• Ensure high availability of all applications and peripheral systems
• Participate in all Disaster Recovery Testing and Simulation activities
• Any other work as directed by Customer Manager (Less than 5 days work)

Important relationships

• Team leader –Applications Support
• System-Analyst – Team leader & Applications Support
• Customer Manager – Applications Support
• Territory Manager – Client
• Sales Personnel – Client / KD

Problem solving, planning and decision making

Problem-solving

• Provide solutions to problems encountered across all Applications and peripheral Systems
• Log all incidents/faults and escalate to Team Leader Applications Support or Support where necessary

Planning

• Daily/monthly planning for incident/fault resolution
• Decision making
• Immediate escalation of all high impact incidents/faults
• Prioritise infrastructure installations and execute accordingly

Required Skills or Experience

• Knowledge
• Tertiary qualification in Computer Science, Information Technology/Systems or related field
• Strong supervisory skills
• Strong Reporting skills
• Strong problem-solving skills
• Management/development/implementation methods and user support at the second level
• Have deep knowledge of any Sales Force Automation System / ERP Sales & Distribution systems
• ITIL