Technical Engineer
Job Purpose
The Project supervisor is responsible for the day-to-day execution and management of assigned technical projects covering the ICT solutions, ensuring their successful completion.
Other responsibilities include client relationship management; project staffing, training, project inventory control, equipment maintenance, as well as ensuring internal controls are adhered to.
Job Dimensions
Planning the implementation of technical projects – this entails preparation of project plans and resource allocation and coordination of project teams
Implement a customer-focused and enterprise-wide approach to the provision, operation, and maintenance of the ICT solutions sold to clients.
Supervision of projects to ensure compliance with implementation schedule as per project plan.
Conducting project surveys with the aim of generation of BQs and preparing of ICT solution proposals for prospective clients in liaison with the Sales team.
Quality assurance management through site visits and installation monitoring to ensure compliance with required standards.
Carrying out technical installations.
Key Result Areas
a) Technical Management
Ensuring that all escalated technical issues are well managed through allocation of resources or even further escalation.
Review of customer requirements and participation in the development of suitable ICT solutions to address requirements.
Customer Care – Ensuring all reported incidents and requests are attended to within Technical SLA stipulations
Documentation: Ensure that all job assignments are documented accordingly on the Customer Service Report (CSR) and timesheets.
Ensure that Finance department is duly informed and provided with documentation of any charges to be invoiced to clients based on the CSR reports.
b) Project Design, Planning & Implementation
Project Design: Ensure that projects are viably designed and all required materials are captured in the relevant BQs.
Project Implementations: Ensure that projects implementations are carried out as planned
Liaising with Enterprise department on technical presales issues as per the Inter-Departmental SLA.
Key Decisions
Technical Resource allocations
Technical Labour costing in projects
Handle complex cases of customer dissatisfaction
Authorize routine maintenance and servicing of equipment
Key Performance Indicators (KPIs)
Management of installation projects in adherence to quality workmanship and applicable industry standards.
Projects are properly planned within expected timelines and resources appropriately allocated.
Customer care – Response to user support related issue as per Technical SLA.
Technical escalations judiciously resolved.
Enterprise Department is duly supported as per the Inter-departmental SLA
Key Relationships
Internal – with all staff, the HOD and the Executive Directors
External – with customers, suppliers & visiting instructors.
Qualifications, Knowledge & Experience
a) Academic Qualifications
Degree Telecommunications/ Electrical or related field.
b) Relevant professional qualification
Good working knowledge and 2 years experience with Nortel systems
Certification: CCNA, CCNP
Three years or more in the telecommunications industry and should have experience in managing Technical Projects
Added Advantage: PMP (Project Management Professional), Diploma in Project Management
c) Skills
ICT proficiency
Strong analytical skills
Good communication skills
Good planning and management of technical projects
d) Relevant experience
Three (3) years in a technical supervisory role with significant management responsibilities
e) Specialised software
Microsoft Project
Competencies & Personal Attributes
Disciplined and capable of ensuring policies are fairly and consistently applied
Ability to adjust priorities and manage time wisely in a fast-paced environment
Analytical skills
Project Management skills
Service Desk and Service Level Agreements Management.
Customer Service skills and competences
Submit your resume torecruitment@viscarcapacity.com by 22nd February 2012 at 5p.m
Visit www.viscarcapacity.com to view more details on company.