Associate Engineer

Job Summary

L1 Support. Round the clock monitoring and maintenance of the System (hardware and software) to ensure system uptime in accordance to SLA commitments.

Responsibilities:

1. Respond to all incident/service calls and be first responder onsite to troubleshoot and resolve incidents including basic repairs or parts replacements.
2. Create/update and track tickets in the ticketing tool to closure observing SLA commitments.
3. Escalate when necessary in accordance with the escalation matrix.
4. Perform regular preventive and corrective maintenance, troubleshooting system hardware and all computer-based systems.
5. Coordinate and work with third-party suppliers or other contractors to identify the causes of issues e.g. hardware, software, network problems that may affect the proper functioning of the System.
6. Liaise and work closely with customers to address service concerns and solve technical problems.
7. Work with the technical team to resolve more advanced issues when necessary.
8. Perform Install / Move / Add / Change (IMAC) activities as tasked.
9. Ensure all material is properly documented and handed over during shift changes.
10. Perform any ad hoc duties as assigned.
11. Build sustainable relationships and engage customers by taking the extra mile.