The VIP Support Engineer (is the first point of contact for VIPs in request of support via Telephone/email or Automation. The VIP Support Engineer will proactively check the health status of VIP hardware, software and network environment, while providing the highest customer service. The engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion. The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to Operations Manager if it cannot be resolved.
ROLE REQUIREMENT
- Pro-actively managing VIPs on the Vodacom campus regarding hardware, software and connectivity.
- Availability at all hours, when if and when required.
- The logging of all requests via telephone and email accurately into the Remedy System
- Manage end to end all calls logged and providing updates to keep customers informed.
- Include all troubleshooting notes in logged request or incident.
- Provide first line support for VIPs facing challenges and try and resolve on first call.
- Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
- Identify trends by monitoring and analysing incoming calls, problems and support requests.
- Use the required dashboards or views to track and escalate issues seamlessly.
- Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
- Escalation and management of calls to agreed SLAs
- Avoid requests from breaching target to meet clients satisfaction.
- Manage all Pending UNA requests.
- Ensure the device is correctly prepared before deployment.
- Set up user profiles.
- Connecting devices to the network
- Troubleshoot and repair technical desktop issues On-site or remote connection.
- Support for mobile devices (Ipads, Tablets, android devices etc)
- Security Compliance for assets
- Executive support ((Dealing with executive requests)
- Asset Management/ reverse logistics (Asset transfers)
- Have a detailed track record of supporting VIPs
- Must be available on call at all hours, if and when required
- Must be a peoples person Excellent interpersonal skills
- Must have own transport
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Good judgment skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
- Be prepared to perform standby duties and work irregular hours if required.
- Resolve as much calls on first call resolution
- Perform daily health checks in the environment to assure all systems are fully functional.
- Identify and learn appropriate software used and supported by the organisation.
- Escalate queries beyond the scope to L3 support.
- Regularly update and attend to all customer UNA queries and follow UNA process.
- Matric/Grade12
- Excellent language command: English/Afrikaans
- 3 Years VIP Support Engineer Experience
- Excellent understanding of IT operations (essential)
- Experience in Remedy Service Desk (advantageous)
- Detailed track record of VIP support
- A+ and N+ certified
- Excellent attendance and punctuality are required
- Own vehicle (essential)
- Listening Skills
- Excellent people skills(essential)
- The Ability to set and execute the vision of the company.
- Strategic Thinking
- Excellent verbal and written communication.
