Fresher Service Center Engineer Job Opportunities – 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 / fulfilled.
  • 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
  • Analyse incident and PRB trends and
    raise PRBs of repeat incident occurrences.
  • 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
  • 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: 20th July 2019
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