JOB PURPOSE/SUMMARY

The Technical Support Engineer will provide remote technical assistance (Tier I or Tier II support) and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

The function of the TSE is to:

• Provide remote technical support for internal and external customers.
• Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues. 
• Perform Parts Testing and Manufacturer Coordination roles as required and certified.
• Offers after-sales technical support solutions once a product has been sold.

KEY RESPONSIBILITIES

This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.

• Verify if the device is within the warranty period.
• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Remote support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Configuration and deployment of new desktops, laptops and servers.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Ensures call Log Data is accurately recorded and submitted promptly.
• Ensures all tools are kept in good working order and no tool is lost, damaged, or broken.
• Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
• Provide feedback/follow-ups/updates to customers regarding outstanding issues. Interact with all customers, both internally and externally by company policies.
• Interact with all customers, both internally and externally by company policies.
• Report/Document reported errors accurately.
• Ensure necessary tools are available and on hand.
• Update cases via the ERP system accurately and timely
• Provide accurate and timely feedback to internal and external customers.
• Achieves customer satisfaction by responding within 3 hours to a service call for break/fix repairs and having a resolution to the problem within 24 hours. 
• Ensure devices are connected/networked according to customer requirements and best practices.
• Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
• Effectively communicate problems to the customer and start the service experience.
• Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
• Effective 'debriefing' and reporting of service calls for future enhancements.
• Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
• Coordinate with the relevant teams to ensure that SLA are met.
• Performs other duties as assigned.

Key Deliverables & Accountabilities

• Three (3) hour deadline for response time to customer queries. 
• Twenty-four(24) hour deadline for resolution.
• Same-day completion of work/updates to ERP.

Performance Criteria

• Demonstration of thorough knowledge of internal call handling procedures.
• Internal and external customer service satisfaction ratings.
• Regular on-time attendance history and flexibility to meet changing customer demands.
• Commitment to ongoing technical education and successful completion of internal and external certifications as planned.
• Demonstrate analytical, problem-solving, and communication skills.
• Accuracy and regularity of completion of internal process documentation and tasks.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Clean desk policy.
• Vehicle usage policy.
• Computer usage policy.
• Proficient with ERP systems, Microsoft Office Suite, or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Presents professional appearance to clients by dressing in professional attire according to company standards.
• Proficient in professional oral and telephone etiquette.
• Ability to gather relevant information systematically identify needs and solve problems following the instruction.
• Ability to maintain ongoing relationships with customers, peers, and support partners.
• Ability to effectively interact and communicate with people at the operational level.
• Perform reporting and administrative functions.
• Manage time effectively.
• Ability to work/collaborate as a team.
• Strong customer management skills.
• Must be able to work with limited supervision.
• Proficient with ERP systems, Microsoft Office Suite, or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

EDUCATION/SKILLS REQUIREMENTS

• Three-five(3-5) years of experience in remote customer technical support or a related field or A degree in computer science or a related field
• A+ certification.
• Experience as a Tier I or Tier II remote support engineer.
• Certification in Microsoft, Linux, Cisco, and Fortinet is advantageous.
• Extensive knowledge of computer hardware including desktops, laptops, and servers.
• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software
• Basic networking and technical proficiency in computer systems.
• Strong analytical skills

As a Technical Support Engineer (HP) (Tier II support), you are responsible for proactive and reactive services on devices. In this role, you will coordinate with other technical partners to ensure quick and correct fixes/changes are made to the devices. You will support new installations and decommissioning of out-of-date devices while promoting excellent customer service as a Memory Bank Computers team member!

JOB PURPOSE/ SUMMARY   

     As a Technical Support Engineer (HP) (Tier II support), you are responsible for proactive and reactive services on devices. In this role, you will coordinate with other technical partners to ensure quick and correct fixes/changes are made to the devices. You will support new installations and decommissioning of out-of-date devices while promoting excellent customer service as a Memory Bank Computers team member!

The function of the TSE is to:

• Provide remote and onsite technical support for internal and external customers.
• Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues. 
• Perform Parts Testing and Manufacturer Coordination roles as required and certified.
• Offers after-sales technical support solutions once a product has been sold.
  

EDUCATION/ SKILLS

• Associate degree in Business Administration 
• Proficient in Microsoft Office
• Ability to Multi-task
• Ability to prepare and process data (compiling and sorting)

JOB PURPOSE/ SUMMARY 

The Customer Service Engineer – Printer Technician provides on or off-site corrective or preventative maintenance. The function of the CSE is to:

• Perform triage on inbound customer calls and service or escalate customer issues as appropriate and support the Service Manager in their work;
• Perform Parts Testing and Manufacturer Coordination roles as required and certified
• Offers after-sales technical support solutions once a product has been sold

KEY RESPONSIBILITIES

• This position is responsible for providing technical support, troubleshooting, and repairs of printer systems in-house and at customer sites.
• Accurately order required parts.
• Verify if the printer is within the warranty period. 
• Interact with all customers, both internally and externally politely and courteously. 
• Schedule site visits with customers and every error reported is accurate. 
• Ensure necessary tools are available and on hand. 
• Log information on the job sheet on the job site and advise customers as to the next step. 
• Achieves customer satisfaction by responding within 3 hours to a service call for break/fix repairs, and having a resolution to problems within 24 hours. 
• Ensure printers are connected/ networked accordingly. 
• Maintains optimal machine performance by correcting simple machine problems (clearing jams, replacing toner, replacing machine oil, etc.). 
• Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
• Performs other duties as assigned.
• Effectively communicate problems to the customer and start the service experience.
• Ensure accurate data is logged and have a full understanding of calls from the helpdesk.
• Effective 'debriefing' and reporting of service calls for future enhancements. 
• Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls. 
• Coordinate with parts and helpdesk to ensure that SLA is met. 
• Follow up with customers regarding outstanding issues. 
• Replace all tools (CDs, screwdrivers, etc.) in the correct location.

EDUCATION/ SKILLS

• A+ and Network + certification.
• Certification as a Printer Technician or equivalent industry experience
• Knowledge of parts and supplies for printers
• Must possess basic networking and technical proficiency in copier or printer systems.
• Skills in handling Laser Printers and Multi-function Printers:

JOB PURPOSE/ SUMMARY

The Team Lead, Billing must be a highly responsible, disciplined, trustworthy and industrious person, possess an acumen to achieve 100% accuracy and must be a team player and be able to motivate a team to perform at their full potential. Must be able to work independently and show interest in broadening his/her accounting knowledge. This person is solely responsible for all billing activities and for the accuracy and timeliness of such. This person reports to and works under the guidance of the Chief Accountant. The nature of this job requires the incumbent to be available to work as needed outside of normal working hours and/or be accessible remotely to complete any urgent tasks. Handles all tasks with the utmost confidentiality.

KEY RESPONSIBILITIES

Overall:

1. Responsible end-to-end for the entire billing and contracts process at MBC for all types of Invoices and Contracts and leads the team of accounts staff and billing and contracts analysts to ensure the timely and accurate generation of Invoices and related paperwork and any required related reports. These are time-sensitive daily, weekly and monthly tasks that are essential to MBC achieving a high level of customer satisfaction.
2. Assists in the migration process from any existing platform to any new ERP; provides ideas and suggestions for improving workflow efficiencies.
3. Is directly responsible for moving fulfilled Sales Orders through the Invoicing process daily and accurately and in a timely manner and to ensure full compliance of all documentation to pricing and Invoices viz. Quotes, Purchase Orders, Tender Awards, any changes thereto, Sales Order Entry, Invoicing to Customer. Responsible for sending these documents to the Logistics Team at the agreed times each day.
4. Ensures that all documentation is complete and properly archived in the ERP, including the documents listed in “C” above and the proof of delivery documents signed by the customer and returned to the ERP by Logistics are uploaded to the correct record location(s); and to report daily on any missing delivery documents.
5. Monitors the workflow dashboards of all team members to ensure tasks assigned are completed within the defined close-off times; escalates to the Manager as necessary.
6. Prepares Service bills accurately in the time frame required by the Service Department so that technical operations are not delayed by lack of Invoicing paperwork.
7. Ensures that all Contract queries are responded to same day, whether for external or internal customers
8. Liaise closely with all other departments to ensure timely completion of the inputs for the billing and Contracts processes.
9. Ensures that the Billing tasks are synchronized daily with the incoming goods reports, the Orders Team and allocation to Sales Orders.
10. Directly Responsible for the accurate preparation and submission of all Proforma and interim, progress and final bills for Tender and Project billing, including billing of all retention sums.
11. Updates the listing of all MBC Contracts monthly and sorted by billing types and currency and pricing strategy for toners and consumables
12. Provides daily updates to the Chief Accountant and obtains guidance from the Chief Accountant

1.  Contract Creation & Billing: Reviews all Sales Orders (SO) and Contract lines and requests in the Alert and GP / Odoo systems and prepares all Contracts and monthly Billing on the allocated dates and times or as requested by customers: All Services and Contracts Billing, PC as a Service (PCaaS) Billing, Technology as a Service (TaaS) Billing, Standard Printer Contracts - Lease Billing, Rental bills, Monthly MPS bills, Any Other Invoicing as required.
2. Prepares and completes all Billing fortnightly and monthly, or cycle agreed by the customer
3. Prepares all contract-related reports and monitors the performance management of all Contracts, including reports to track the retrieval of assets from expired contracts
4. Directly responsible for preparation and submission of all project bills in any currency, including ProForma invoices, progress and final billing and retention claim billing
5. Completes and ensures the team completes daily AM sales billing accurately by 11:00 AM. Review these for accuracy and compliance with the Purchase Orders
6. Completes and ensures the team completes daily PM sales billing accurately by 4:00 PM; reviews these for accuracy and compliance with the Purchase Orders
7. Updates and closes off Sales Orders in Alert/&Odoo daily once it is completed and invoiced; ensures that the AR team has full access to documentation needed for AR & Collections.
8. Calls and follow up with external customers to ensure any bill omissions or queries are resolved the same day.
9. Ensures monthly billing is closed off by 4:30 p.m. on the last working day of the month
10. Ensure all discrepancies/errors relating to customer information are sent to the respective Sales Representative for correction.
11. Ensures completion of daily/weekly/monthly filing for archiving (electronic). Save PDF invoices in the shared customer invoice folder.
12. Ensures that the work area is clean, secure, and well-maintained
13. Any other related duties that may be assigned from time to time.

EDUCATION

• ABE /Diploma in Business Management
• A’Levels including Accounting, Business Studies, Maths
• 5 O’Levels including Mathematics or Principles of Accounts and English
• AAT or CAT certification to Level 2 minimum
• Must have in-depth knowledge of Microsoft Office

EXPERIENCE

·      At least 3-5 years in a similar capacity.

·      Ability to communicate effectively and is customer-focused

JOB PURPOSE/ SUMMARY

The Accounts Analyst-Billing must be a responsible, disciplined, trustworthy and industrious person, possess a need for accuracy and be a team player. Must be able to work independently and show interest in broadening his/her knowledge. This person works under the guidance of the Chief Accountant/Head of Accounts.

KEY RESPONSIBILITIES

• Contract Billing: Reviews all Orders and Contract lines in the Alert and GP systems and prepares all monthly contract billing on the allocated dates and times or as requested by customers

a.   All Services and Contracts Billing

b.   PC as a Service (PCaaS) Contract Billing

c.   Technology as a Service (TaaS) Contract Billing

d.   Standard Printer Contracts - Lease Billing

e.   Rental bills

f.   Other Invoicing as required

• Prepares and completes all contract billing fortnightly and monthly, or cycle agreed by the customer
• Prepares all contract-related reports and monitors the performance management of all Contracts
• Completes daily AM sales billing accurately by 11:00 AM.
• Completed daily PM sales billing accurately by 4:00 PM.
• Updates and closes off Sales Orders in Alert daily once it is completed and invoiced
• Ensures monthly billing is closed off by 4:30 p.m. on the last working day of the month
• Ensure all discrepancies/errors relating to customer information are sent to the respective Sales Representative for correction.
• Ensures completion of daily/weekly/monthly filing for archiving (electronic). Save PDF invoices in the shared customer invoice folder.
• Ensures that the work area is clean, secure, and well-maintained 
• Any other related duties that may be assigned from time to time.

EDUCATION

• ABE /Diploma in Business Management
• A’Levels including Accounting and Business Studies
• 5 O’Levels including Mathematics or Principles of Accounts and English
• AAT or CAT certification
• Must have knowledge of Microsoft Office

EXPERIENCE

·      At least 2 years in a similar capacity.

·      Ability to communicate effectively and is customer-focused