Fresher Service Center Engineer Job Careers – Aikan HR Consultants

Job Title:    Service Center Engineer
Organisation: Aikan
HR Consultants
Duty Station: Kampala,
About US:
Aikan HR Consultants
is one of Uganda’s leading HR consulting companies and trusted strategic HR
advisory partner, aikan’s services include aikan Jobs™, aikan Recruitment™,
aikan Internship™, aikan Leasing™, aikan Payroll™ and aikan OD.™
Job Summary:  The Service Center Engineer is responsible for
participating actively in all Service Centre activities for the client solution
in Uganda, including the Support Line and support email account, in order to
ensure efficient and effective support for the operation of the system.
Key Duties and Responsibilities: 
  • Actively participate in all Service Centre activities, including the
    central Support Line and support email account, to ensure that all
    inquiries and requests are quickly answered and promptly resolved /
  • Serve as a first point of contact for the customer and system users
    for solution service and support.
  • Coordinate with the Field Service & Support and IT Support teams
    to ensure that all corrective maintenance activities are fulfilled in a
    timely and efficient manner.
  • Actively participate in the management of work on incidents,
    problems and change requests, including planning and coordination with the
    customer (URA), the local Field Service & Support and IT Support
    teams, and the external 3rd level support teams (CH & ES), key
    deliverable reviews, acceptance testing, and deployment coordination.
  • Analyse incident and PRB trends and raise PRBs of repeat incident
  • Close incidents, problems and CRs after verification that the
    underlying issue(s) have been resolved.
  • Actively participate in the development and delivery of
    solution-related trainings for the customer and taxpayer system users.
  • Actively participate in development and delivery of internal
    training materials and provision of training sessions for new and existing
    team members.
  • Responsible for status reporting, including Operational Performance
    Management and Service Management reports, as scheduled or as required.
  • Actively participate in the communication and coordination of
    releases and upgrades, both internally and externally.

Qualifications, Skills and Experience: 
  • The applicant must hold a Bachelor’s degree in a relevant field from
    a recognized university; or equivalent combination of technical training,
    and/or experience.
  • Two years of work experience leading a service center / technical
    helpdesk team.
  • Strong troubleshooting skills and demonstrated abilities to diagnose
    and analyze software issues.
  • Experience managing 1st level support activities (Service Center,
    Support Line, etc.).
  • Experience with quality and performance monitoring processes.
  • Strong ability to troubleshoot problems
  • Demonstrated ability to diagnose and analyze software issues.
  • Experience troubleshooting computer networks
  • Knowledge of basic IT support procedures and tools
How to Apply:
suitably qualified candidates should send their applications by clicking on
this link.
Please upload the following in your application; an updated CV / resume (PDF or
Word Format) which should include your contact information and three work
related references and a one page statement describing your suitability for the
role should be included.
Deadline: 8th January 2019
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