Associate System Support Engineer at PnP

About the position

Role Summary

To provide (1st level) I&T system support within the Customer systems department and deal with day-to-day operational challenges and work directly with team members across the business to effectively and efficiently deliver I&T services

Requirements

• IT diploma/certification
• 1 year experience in system support
• Computer literate: MS Office
• Exposure to an IT customer service environment
• Understanding of IT Infrastructure, POS systems and general store processes (e.g. cashier, supervisor, back office reporting) is advantageous
• POS Systems
• Operating systems
• Retail store processes
• Nagios
• ITIL

Key Responsibilities

Key Responsibilities

• Monitoring of the POS estate
• Monitor the status of the various POS equipment in the PnP estate and report/resolve all issues/defects found within agreed timelines
• Proactively report any incident trends or risk factors occurring in the estate to mitigate them
• Incident management - attend to all incidents which are assigned to the team and resolve them within SLA
• Reduce call volumes by improving and streamlining processes
• Communicate promptly and clearly to all stakeholders relating to the incident
• Customer service approach with courtesy follow up communications
• Attention to detail in incident updates and actions carried out
• Reach daily target regarding incident closure volumes
• Knowledge Management & Transfer
• Document training material and share with team members in order to upskill and create awareness
• Stay abreast of any new developments and current knowledge base within the team
• Share ideas and communicate any new incidents that would potentially have high impact to the team in regularly scheduled meetings
• Upskill yourself and team members about the systems and applications pertaining to your area and beyond
• Vendor Interactions
• Maintain good vendor relationships
• Ensure that vendors are attending to incidents timeously and follow up often in order to resolve them efficiently

Competencies

• People Orientation
• Attention to detail
• Patience
• Team Player
• Absorb Pressure positively
• Problem solving ability
• Customer Service
• Interpersonal skills
• Communication Skills, analytical and presentation skills