PURPOSE OF POSITION 

Job Title: Automation Support Specialist

Supporting the current and upcoming Automation projects in the region and achieve SLA targets.

KEY RESPONSIBILITIES

• Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
• Respond to requests for technical assistance via logged tickets, emails, or phone.
• Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
• Follow standard help desk process and procedures.
• Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
• Diagnose remotely and provide basic troubleshooting of the issue reported.
• Collect the needed data from the customer to troubleshoot the issue.
• Properly escalate on time unresolved queries to the next level of support.
• Track, route and redirect problems to correct teams and resources.
• Manage support through 3rd parties.
• Provide updates to the customers on the progress and results of the troubleshooting.
• Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
• Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, resolution and closure of all issues.
• Develop and grow knowledge of help desk procedures, products and services.
• Monitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
• Responsible for software updates and patch deployment for target customers.
• Follow and maintain the warranty process for hardware replacement.
• Maintain spares stock and follow the right replenishment process to ensure parts availability in stock and avoid impact on SLA.

DELEGATION OF AUTHORITY

As per Board-approved DOA and as necessary for functions outside the DOA.

As delegated by the Managing Director, when necessary.

POSITION RELATIONSHIPS

Internal   

• Service Delivery, Technical Support, Customer Service, Project Management, Product Support and Factories                Automation customers and distributors in the region.

MEASURES OF PERFORMANCE (INDICATORS)

Leading Indicators

• Backlog – RFR – FTF

Lagging Indicators

• SLA – Customer Satisfaction

PERSONAL QUALIFICATIONS & EXPERIENCE 

Required 

Education/achievements

• Bachelor’s degree in computer science or Equivalent

Experience/Knowledge   

• 3+ years of experience in Software / Hardware Help Desk support environments
• Follow support process in multiple production environments and architecture platforms.
• Demonstrated ability to manage customers and deliver services to the SLAs.
• Demonstrated ability to engage and drive 3rd parties.
• Excellent written and verbal communication in English, Arabic and French.

Specific Skills

• Remote Diagnosis and problem troubleshooting.
• Incident Management.
• Problem Management.
• Software and Hardware knowledge.
• Automation