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  • TS Implementation Engineer - Johannesburg - Boardroom Appointments

    Boardroom Appointments
    Boardroom Appointments Johannesburg

    2 weeks ago

    Boardroom Appointments background
    Description

    About the TS Implementation Engineer

    The primary goal is to ensure client solution requirements are met within Service Level Agreements (SLA). This involves performing configurations, installations and addressing break/fix events.

    This role requires setting up and installing technical systems, applications or process designs for clients' purchased or outsourced technology and business process solutions. The TS Implementation Engineer works directly with clients to manage initial access, data mapping and transfer, create process documentation and train or coordinate training for client users. They test and troubleshoot installed system functionality, identify and document technical issues for escalation to product and system integration teams for resolution. Feedback is provided based on client experiences to product and professional services teams for product and process improvements. On-site work with clients or remote installation support may be involved.

    Key responsibilities include:

    • Collaborating with clients to meet complex solution requirements.
    • Escalating unresolved problems and issues to relevant third parties.
    • Responding to escalated client requests and supporting client applications to a first-line resolution.
    • Escalating complex problems to relevant third parties.
    • Writing reports and proposals and maintaining project documentation.
    • Assisting with the documentation of standard operating procedures relating to installations and fixes.
    • Serving as a coach and mentor to junior Implementation Engineers and Technicians.
    • Capturing performance targets in line with activity coordination.
    • Providing third-line telephonic, remote and on-site support and problem management.

    Requirements:

    • Experience in a technical implementation engineering or similar role.
    • Engaging with clients and conducting presentations.
    • Project administration and documentation experience.
    • Basic project management skills.

    Knowledge, Skills and Attributes:

    • Understanding and appreciation of technical design and business principles.
    • Demonstrating project management and administration ability.
    • Executing installations and other assignments.
    • Customer engagement skills.
    • Relevant domain specialist knowledge.
    • Client-focused approach to solving problems.
    • Ability to work under pressure.
    • Coaching, mentoring and providing guidance to team members.
    • Understanding of project management principles.

    Qualifications:

    • Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent.

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