Regional Tier 3 Technical Support

Future Africa Consulting (Pty)Ltd; Gauteng; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company in energy management solutions seeks a Regional Tier 3 Technical Support Specialist to troubleshoot and resolve complex technical issues. The role involves advanced support for both renewable and traditional energy systems, ensuring optimal performance and client satisfaction. Candidates should possess a Bachelor's degree in electrical engineering or Computer Science and have proven experience in technical support roles within the energy sector.

Qualifications

• Proven experience in a Tier 3 technical support role.
• Strong knowledge of energy management systems.

Responsibilities

• Provide advanced technical support for energy management solutions.
• Troubleshoot and resolve complex technical issues.
• Conduct on-site visits for technical support.

Skills

Communication

Attention to detail

Proactivity

Education

Bachelor's degree in electrical engineering

Bachelor's degree in Computer Science

Tools

MS Office

Job description

Job Title: Regional Tier 3 Technical Support Specialist

As a Regional Tier 3 Technical Support Specialist, you will be at the forefront of resolving complex technical issues and providing advanced support for our energy management solutions.

Your role will involve troubleshooting, diagnosing, and resolving technical problems related to our renewable and traditional energy systems, ensuring optimal performance and client satisfaction.

Qualifications & Experience

• Qualifications required: Bachelor's degree in electrical engineering, Computer Science, or a related field. Knowledge of AI-driven digital solutions for site monitoring and management is a plus.
• Experience required: Proven experience in a Tier 3 technical support role, preferably in the energy sector. Strong knowledge of energy management systems, renewable energy technologies, and storage solutions. Proficiency in diagnostic tools and techniques for troubleshooting complex technical issues.
• Industry preference: ICT / Engineering / Energy. Fully computer literate on MS Office (Word, Excel, PowerPoint).

Key Duties & Responsibilities

1. Provide advanced technical support for energy management, generation, and storage solutions.
2. Troubleshoot and resolve complex technical issues escalated from Tier 1 and Tier 2 support teams.
3. Perform in-depth diagnostics and analysis of system performance and technical problems.
4. Collaborate with cross-functional teams to implement and validate technical solutions.
5. Maintain up-to-date knowledge of our clients' products, services, industry trends, and technologies.
6. Develop and maintain technical documentation, including troubleshooting guides and best practices.
7. Conduct on-site visits to client locations for technical support and system optimization, as needed.
8. Provide training and mentorship to Tier 1 and Tier 2 support teams.
9. Ensure timely resolution of technical issues to maintain high client satisfaction.

Competencies Required

• Good work ethic, dedication, and loyalty.
• High attention to detail and accuracy.
• Able to work well under pressure and within a team.
• Excellent communication skills in English (verbal and written).
• Proactivity and initiative.
• Attention to detail, ensuring accuracy of work.
• Service excellence and professionalism.
• Ability to work with limited supervision, be proactive, punctual, and reliable.
• Courteous, well-presented, and possess good interpersonal skills.
• Willingness to travel to client locations as needed.
• Logical reasoning, fast and accurate work skills.
• Willingness to work long hours.