Service Delivery Support Engineer
2 weeks ago
Providing a professional first & second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems.
- Manage clients and liaise with relevant stakeholders and sales team to deliver the product to the client
- Build customer experience with Chief Operating Officer (COO)
**Responsibilities**:
- Review and comment on service delivery model, work closely with COO and relevant stakeholders for any required changes, recommendations, and improvements
- Represent the company and its products in the best fit when meeting external clients and partners
- Support in handling the ticketing system
- Maintains the support process and checks that all requests for support are dealt with according to agreed procedures.
- Uses service assurance software and tools to collect agreed performance statistics.
- Ensure usage of knowledge articles in problem diagnosis and resolution.
- Handle all clients’ queries and requests in addition to their business proposals/contracts
- Establish and maintain a detailed database on clients’ profile and services
- Delivery of the product to enterprise customers as well as servicing after delivery
- Prioritises and diagnoses incidents according to agreed procedures.
- Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate.
- Manage customer support as the key point of contact for the customer support team
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Responsible for customers’ tech training and workshops
- Provide COO information relating to the status of customer orders on a regular basis and when required
- Undertake such other tasks as and when required by the COO
**Requirements**:
- Diploma or Bachelor's degree in information technology, computer science, or a related field (or equivalent experience) with at least 2 years of experience.
- Proven experience in IT service delivery management or a similar role
- Strong understanding of IT service management principles, frameworks (such as ITIL), and industry best practices.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, internal teams, and senior management.
- Solid understanding of IT operations, incident management, problem management, change management, release management processes, and providing remote support
- Demonstrated experience in managing SLAs, vendor relationships, and third-party service providers.
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