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Automation Support Specialist at Orpak Systems, Remote.

  • Full Time
  • Mid-level
  • Remote
  • Remote

Website Orpak Systems

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

To apply for this job please visit careers.vontier.com.

Automation Support Specialist at Orpak Systems, Remote.
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