Technical Consultant


The Technical Consultant forms part of the Support team. The Support team ensures that software is effectively implemented, maintained and continues to provide up time within the customer. Customers are enterprise wide and across the African continent. The Technical Consultants primary focus is to ensure the Software Technology is always effectively functional as well as to deliver the objectives the customer originally and continuously require.Primary Responsibilities for the RoleDelivers and executes quality Support to the customer as per the SLA/Contract Troubleshoot AdaptIT EPM softwareTroubleshoot hardware faults linked to the softwareInstalls as per protocol AdaptIT hardware and softwareConducts root cause analysisConducts maintenance, commissioning and health checks on the systemEffective administration, reports and feedback of tickets assigned.Investigate and identify potential flaws with the in-house software and assist with rectifying any such potential flawsInvestigate and identify potential issues with buffer hardware, customers environment (LAN/WAN), customers serversConducts maintenance, commissioning, health checks as well as advising the customers on their solutionsEffective communication with customers and internal operations to ensure that the software is delivering on the solution offered.Raising any software bugs, feature enhancements and potential road map items to our inhouse Development Team.Project implementation Follows a detailed project plan and ensures delivery of own objectives within the project planAssists with management of multiple vendorsFollow project plans with implementation of hardware and/or provisioning of our software solutions on our hosted platforms or when required to deploy onsiteCommunicates actively, verbally and written regularly during project implementation.Takes responsibility of signoff of project assignments.Consulting and customer engagementGuides, trains and advises users of the system on achieving optimal usage of our EPM software solutions.Ensures effective communication and informs the team and customers.Able to extract, read and understand information provided by the system and can consult to users at customers on its impactAbility to do full root cause analysis as documentedCollaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customers in pain are evidentCollaborating closely with Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.Engaging in value adding communication and information with the customer on a regular basis All consultants perform a role of customer retention when dealing with customers.Internal Administration Management All Support interactions with AdaptIT Customers must be updated on the internal systems on a daily basisThe system must be administered and managed in accordance with operational guidelines and standardsThe system must reflect all current status of customer interactions within 24 hours of the activity taking placeProduct Knowledge and Technical Certification Technical Consultants must demonstrate thorough knowledge of AdaptIT solutions as per the level determinedContinuously ensure skills and competence remains relevant and enhancedActively learn and develop knowledge when new modules/versions are releasedAttend training sessions Customer Growth and Retention Collaborating with Sales where appropriate to ensure that SLA is being met and actively engages when customer in pain is evidentCollaborating closely with Software Technology to ensure that trends with regards to existing or new products are constantly reviewed and monitored.Engaging in value adding communication and information with the customer on a regular basis Commitments are adhered to and escalated early in the case of non-delivery Awareness maintained during customer conversations, e.g. competitor activity, customer requirements and potential gaps in Support offerings or delivery and that this information is given back to Support Delivery Manager and Team Leaders on a regular basis.Email and Telephonic communication to be done in a presentable and proficient manner to the customer as required.Customer retention key focus and following the necessary processes to ensure customer retention. Key Working Relationships Internal: Sales, Development and Technical Support teamExternalCustomers at varying levels (Users, HR, Finance and IT)Partners and Vendors Specific technical/job skillsSoftware engineeringAnalytical problem solvingRoute cause analysisStrong Communication skillsFast learning in high performance CultureMinimum Qualification and Experience RequirementsRelevant IT degree/diploma/certification Other CriteriaFluent in Afrikaans (the environment is Afrikaans)Must have own transportLive in CenturionAnnual leave must be communicated with the client and December leave must be taken in January or February as client need onsite support in December.
Company
Protem
Posted
05/05/2022
Location
Johannesburg, GT, ZA