Support Engineer at Acsys International

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  • Company: Acsys International
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: Engineering Jobs in Kenya

Acsys is a global technology company specialized in security and access management of critical infrastructure through the emerging field of remote access management solution.

Daily Tasks:

  • Software / SMS Gateway Daily monitoring
  • Supporting the Field / Site Operators
  • Active Participation in Day to Day activities of NOC
  • Provide First Level Support in case of any reported issues and also escalating issues on the right time to the right team
  • Being available for any support requests from the Field Support Engineers (Onsite / Remote)
  • Manual Code generation for the End-Users
  • Programming Keys and Locks
  • Repairing Acsys products
  • Training the Field Users as required

Weekly Tasks:

  • Weekly Report to NOC / Operation Manager
  • Sending Weekly Escalation Report to Acsys Support
  • Visiting On-site for updating data from Locks & Keys
  • Conduct Weekly User Training On-Site (Device Handling Procedure, Locks & Keys)
  • Weekly Check – Credit Usage on the SMS Gateways
  • Conduct Training on Software Operations to NOC / Operations Team
  • Weekly Follow-up on Software User Accounts Activity
  • Attending Customers & Distributors Meetings based on requirements
  • Timesheets submission on time

Monthly Tasks:

  • Monthly report to NOC / Operations Manager
  • Sending out Monthly Repeat Issues Tracker to Manager
  • Monthly reports of User Activity / Site Operation Count / Unblock etc.
  • Monthly Reviews with Site Engineers
  • Monthly Reports of Software Account Activity
  • Conduct Monthly Review meetings with NOC / Operation Team
  • FAQ / Knowledge Base updates in Acsys CRM

Occasional Tasks:

  • Installation and Updating of Acsys software at the Site / Customer Location
  • Programming of Locks and Keys for ongoing projects
  • Repairing of User Keys (Keypads, Battery, LCD Replacement, Firmware Flashing) and Locks
  • Field Visits to check the status of installed assets
  • Field Test for new Products – Initiated by Acsys and share Findings
  • Onsite Visit based on Client Requests

Educational Qualification

Any Bachelor’s Degree / Diploma

Experience

1 to 2 Years in Technical Support / Implant Engineer in a Telecom Site

Skills

  • Communication – responsible for communicating with team members, clients, and external vendors, so they exhibit excellent written and verbal communication skills. Excellent written, oral communication and inter-personal skills.
  • Problem-Solving – excellent problem-solvers, able to quickly change direction based on updated client specifications or system limitations
  • Flexible – Flexible for working with the Customer onsite, able to understand and grasp things quickly and apply logical thinking and troubleshooting to Acsys Solutions

How to Apply

Interested and qualified? Go to Acsys career website on www.linkedin.com to apply

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