Job Title: Field Service Specialist
Organisation: Riana Group
Duty Station: Kampala, Uganda
About Organisation:
RIANA Group is a leading business technology solutions company in Kenya and Africa, providing innovative solutions to clients in various industries.
Key Duties and Responsibilities:
System Installation & Configuration
- Install and configure queue management systems software, including overseeing hardware installation.
- Conduct pre-installation site surveys and recommend necessary adjustments for successful deployments.
Maintenance & Troubleshooting
- Perform routine maintenance to ensure optimal system performance.
- Diagnose and resolve technical issues on-site or remotely.
- Escalate complex problems to the technical support or engineering teams when necessary.
- Ensure security of client’s property and tidiness of the premises while attending to the assignment.
Customer Support & Training
- Provide hands-on training for end-users, ensuring they can operate the system effectively.
- Address client inquiries and provide real-time assistance for system-related concerns.
- Deliver user-friendly documentation, such as quick-start guides and FAQs, to clients.
System Monitoring & Reporting
- Monitor system performance and ensure real-time functionality.
- Perform Period preventive maintenance for all clients.
- Collect and analyze user feedback to identify potential system enhancements.
- Prepare service reports, documenting visits, resolutions, and recommendations for improvement.
Technical Expertise & Collaboration
- Act as a liaison between the client and the technical team in Nairobi, ensuring smooth communication and understanding of client needs.
- Collaborate with the development team to provide insights on usability and system improvements.
- Stay updated on new software features, upgrades, and hardware options for queue management systems.
Key Performance Indicators (KPIs)
- Timely installation and configuration of systems.
- Reduction in system downtime through proactive maintenance.
- Positive client feedback and improved user satisfaction.
- Accuracy and timeliness of service reports.
Qualifications, Skills and Experience:
- Degree or diploma in Information Technology, Computer Science, or a related field.
- Minimum of 2-3 years of experience in a field service or technical support role.
- Experience in queue management or similar systems is an added advantage.
- Proficient in Swahili & English both reading and writing
Technical Skills
- Proficiency in queue management systems, both hardware and software.
- Strong troubleshooting skills for technical and network-related issues.
- Familiarity with database management, APIs, and system integration.
- Soft Skills
- Excellent communication and interpersonal skills.
- Ability to work independently and under minimal supervision.
- Strong problem-solving and organizational skills.
How to Apply:
All candidates should send their applications via Email to: [email protected]
Deadline: 30th June 2025
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 24