Job Description & Requirements
- Interact with clients on site to meet complex requirements of a solution.
- Escalate unresolved problems and issues to the relevant third parties.
- Respond to escalated client requests and support client applications to a first line resolution.
- Escalate complex problems to the relevant third parties.
- Write reports and proposals and complete and maintain project documentation.
- Assist with the documentation of standard operating procedures relating to installations and fixes.
- Act as coach and mentor to more junior Implementation Engineers and Technicians.
- Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
- May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
- Included in higher complexity design work, with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.
Knowledge, Skills and Attributes:
- Good understanding and appreciation of technical design and business principles
- Demonstrates project management and administration ability
- Good project skills which are demonstrated in the execution of installations and other assignments
- Demonstrate customer engagement skills
- Demonstrate relevant domain specialist knowledge
- Good verbal communication skills
- Client focused and display a proactive approach to solving problems
- Ability to work under pressure
- Ability to coach, mentor and provide guidance to team members
- Good understanding of project management principles
