Engineer, Digital Service Support (Field)
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Key skills for this role
About the Role
The Digital Service Support Engineer is responsible for developing and maintaining a comprehensive system for tracking compliance-related activities, providing training, conducting audits, and updating support policies.
Key Skills for This Role
Responsibilities
- Perform regular system checks and provide support tasks to ensure all Digital Solutions systems are operating optimally and efficiently.
- Identify, diagnose, and troubleshoot technical issues within the Digital Solutions infrastructure to prevent potential disruptions and minimize downtime.
- Coordinate with external vendors and suppliers to facilitate system updates, maintenance, and repairs.
- Monitor and follow up on incidents or issues pending or open with the assigned Digital Solutions team.
- Prepare timely and accurate departmental statements and reports.
- Collect customer feedback on support services to analyze service shortcomings and present findings.
- Develop strategies for improving customer service through enhanced digital support.
- Implement feedback mechanisms to continually assess and improve the quality of service.
- Monitor and analyze support service data to identify trends, areas for improvement, and opportunities for innovation.
- Provide regular reports to senior management to inform decision making and strategic planning.
Requirements
- Bachelor's degree in Computer Science, IT engineering or equivalent
- 2 years relevant IT experience with involvement in supporting system implementation and IT Operational Management
- Good planning and time management skills
- Innovation and conceptual thinking
- Ability to communicate and clarify technology solutions in business terms
- Analytical thinking and decision making skills
- Good interpersonal skills
- Teamwork skills
- Effective communication and presentation skills
Full Job Posting
Job Purpose
- The Digital Service Support Engineer is responsible for developing and maintaining a comprehensive system for tracking and documenting compliance related activities.
- The role includes providing training on compliance matters, conducting regular compliance audits, and continuously updating support policies and procedures.
- The aim is to ensure adherence to industry standards and regulatory requirements, thereby maintaining the integrity of support operations.
Key Accountabilities
- Perform regular system checks and provide support tasks to ensure all Digital Solutions systems are operating optimally and efficiently.
- Identify, diagnose, and troubleshoot technical issues within the Digital Solutions infrastructure.
- Coordinate with external vendors and suppliers to facilitate system updates, maintenance, and repairs.
- Monitor and follow up on incidents or issues pending or open with the assigned Digital Solutions team.
- Prepare timely and accurate departmental statements and reports.
- Collect customer feedback on support services to analyze service shortcomings.
- Develop strategies for improving customer service through enhanced digital support.
- Implement feedback mechanisms to continually assess and improve the quality of service.
- Conduct regular evaluations and updates of support processes.
- Monitor and analyze support service data to identify trends and areas for improvement.
- Develop and implement data collection methods to capture key performance metrics.
- Provide regular reports to senior management to inform decision making.
Qualifications, Experience, Knowledge & Skills
- Bachelor's degree in Computer Science, IT engineering or equivalent.
- 2 years relevant IT experience, with involvement in supporting system implementation, and IT Operational Management.
- Good planning and time management skills.
- Innovation and conceptual thinking.
- Ability to communicate and clarify technology solutions in business terms.
- Analytical thinking and decision making skills.
- Good interpersonal skills.
- Teamwork skills.
- Effective communication and presentation skills.
Generic Accountabilities
- Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
- Train and develop the assigned staff on relevant skills.
- Provide input for preparation of the Section / Department budgets.
- Implement approved Section / Department policies, processes, systems, standards and procedures.
- Contribute to the achievement of the approved Performance Objectives.
- Design and implement new tools and techniques to improve the quality and efficiency of operational processes.
- Comply with relevant HSE policies, procedures & controls and applicable legislation.
Communications & Working Relationships
- Internal: IT teams & Business units
- External: Consultants & Service providers
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