Field Support, Monitoring System (RMS) at Uziben Nigeria Ltd

Purpose

RMS Field Support plays a pivotal role in ensuring the smooth operation and reliability of the Remote Monitoring System (RMS) by supporting the field team activities validating and resolution. This position requires a strong understanding of monitoring systems, good analytical skills, and a proactive approach to problem-solving. The Field Support team collaborates with cross-functional teams to address incidents promptly.

Key Roles & Responsibilities

• Ensuring the CMS interprets the exact situation on site by doing proper site configurations and ATP on each site visit.
• Support the client to ensure newly installed sites are moved to PAC.
• Ensure proper Asset configuration is done on the site to mirror both the client’s equipment on Site and the RMS equipment.
• Detecting issues on the system by logically and analytically checking through the Site on CMS
• Ensuring all Open tickets are well treated and properly resolved by the FSEs by confirming equipment behavioral pattern for the next 24 hours.
• Identify and investigate any discrepancies or issues detected during the sanity checks and create corresponding problem tickets.
• Providing adequate support to FSE when required.
• Ensure proper ticketing process is followed and maintained on all site visits.
• Report properly all activities and incident report on the system after each SLA site visit.
• Inform the client via mail and tickets of incidence report on their assets/power solutions on site after each SLA site visit.
• Validate the resolution of incidents and problems identified within the RMS, ensuring that reported issues are effectively addressed and resolved.
• Review incident and problem records to verify the accuracy of information, completeness of documentation, and effectiveness of resolution actions taken.
• Responsible for root cause analysis (RCA) for RMS incidents, identifying underlying causes and contributing factors.
• Work closely with cross-functional teams to develop and implement corrective and preventive actions to address root causes and prevent recurrence of issues.
• Ensure that RCA findings and resolution actions are documented, tracked, and communicated effectively to stakeholders

Job-Specific Competencies

Functional: 

• Strong Communication Skills
• Data Analysis and Reporting
• Use of MS Office Tools
• Use of RMS Systems

Behavioural: 

• Attention to Detail
• Collaboration & Teamwork
• Ability to multi-task
• Ability to work under pressure

Organizational Competencies

Be Bold

• Customer Focus
• Innovation
• Integrity

Experience & Qualifications Required

• 1st degree in Electrical/Telecommunication Engineering/Computer Science or related discipline
• 0 - 4 years related experience