Technical Support Engineer at Africa Prudential Registrars Plc

About the Role

The Technical Support Engineer (Infrastructure and System Support) will provide support across the IT processes; network, infrastructure, IT service management and cyber security, implement the state-of-art Technology, lay down processes mapping to business policies, support and manage the Operations. The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will also support the customer by acting as the liaison between the customer and other internal teams.

Financial Dimensions

• Compliance to Corporate services, Finance processes

• Customer satisfaction index

• Adherence to Capex/Opex budgets

Key Accountabilities

• Support the strategy and the implementation of the approved Tellerless/biometric device roadmap

• Engage internal business units, S1 partner/3rd party ISV in the phases of innovation, analysis and proposals

• To drive/support the business units to arrive at appropriate decision points

• Capacity planning

• Ensure the entire solution is well documented (processes, policies & procedures) and updated at all times.

• Liaise with the supporting teams for effective service delivery.

• Assist in closure of risk associated with systems and servers.

• Installation and management of security agents and ITSM agent on all systems and servers.

• Support in risk assessment and vulnerability assessment in the organization.

• Research on trending cyber security in the world to help improve the organization cyber security.

• Management of assets using the ITSM tool.

• Follow up and close tickets on the ITSM tool.

• System allocation and setup for new and existing staff.

• Management and maintenance of the Tellerless/biometric device system and resources.

• Support staff on the use of applications and services in the organisation.

• End user support on network related issues

Project Management

• Effective liaison with all stakeholders to obtain alignment and commitment to implementation of the Projects related to Tellerless/biometric device

• Track Business Systems Transformation projects and implementation in alignment with budgeted costs and delivery time frames.

• Prepare timely and accurate data entries for all submissions as required.

• Ensure management and control of project changes from scope, deviations from specifications, costs, scheduling and timely contingency planning.

• Responsible for managing all prospective and new relationships.

Manage ISV and third party relationships:- Vendor management

• Provide input in proposal process identifications ensuring business compliances as required

• Liaise with all Tellerless/biometric device vendors to ensure deliverables are met within the necessary requirements and business standards

• Liaise with the Legal function to ensure collaborative and contractual obligations are managed efficiently closing deals with signing of necessary paperwork (MOUs; contracts; SLAs; NDAs; etc.) including proper documentation hand-over and sign offs.

• Manage Technical deliverables of the KYC initiative

• Provide end to end support on technical integration the Tellerless/biometric device

Educational Qualifications & Functional / Technical Skills

• Bachelors in Engineering or Computer science

• Project Management qualification will be an advantage

• Understanding of Tellerless/biometric device, Architecting & Solutioning.

Relevant Experience (Type of experience and minimum number of years)

• 5+ years of Managing Business Solutions in Banking/IT environment

• 2+ years of Project management experience

• 2+ years' of technical support experience

• Customer service oriented

• Strong written, verbal and troubleshooting skills