Job Vacancies at Dotmac Technologies LTD

Job Description

The Facility Manager is responsible for overseeing the maintenance and operations of all office facilities and the management of the company’s fleet of vehicles. This role ensures that the physical infrastructure (buildings, power systems, HVAC, etc.) is functioning efficiently and meets regulatory standards, while also managing the logistics and operational needs of the fleet, ensuring the availability of vehicles and efficient use of resources. The Facility and Fleet Manager collaborates with internal departments to support business operations and improve efficiency.

Key Responsibilities:  

Facility Management:  

• Oversee the day-to-day maintenance and operations of office buildings, including power systems, HVAC, electrical, and plumbing systems.
• Coordinate and supervise repairs, renovations, and other facility-related projects.
• Manage relationships with vendors and contractors for facility maintenance, ensuring timely and cost-effective service delivery.
• Ensure compliance with safety, health, and building regulations (e.g., fire safety, energy efficiency).
• Oversee security measures, access control systems, and emergency preparedness procedures.
• Manage utilities and ensure cost-effective use of resources, implementing strategies for energy savings.

Fleet Management:  

• Oversee the company’s vehicle fleet, ensuring proper maintenance, servicing, and repairs of all vehicles.
• Manage the scheduling and dispatch of vehicles to support logistics for different departments.
• Supervise drivers, ensuring they follow company policies, safety regulations, and maintain accurate logs.
• Track vehicle usage, fuel consumption, and expenses to optimize fleet operations and reduce costs.
• Ensure all vehicles are compliant with regulations, including registration, insurance, and regular inspections.
• Implement fleet management systems to track vehicle performance, maintenance schedules, and driver performance.

Budget and Cost Management:  

• Develop and manage the facility and fleet budget, ensuring that expenses align with company financial objectives.
• Identify opportunities for cost savings through efficient management of facilities and fleet operations.
• Monitor and report on operational costs, such as utility usage, fuel consumption, and maintenance expenses.

Compliance and Safety:  

• Ensure that all facility and fleet operations comply with local and national safety and environmental regulations.
• Implement and enforce safety policies for both facilities and vehicles to ensure the wellbeing of staff and compliance with legal requirements.
• Conduct regular safety audits and inspections of facilities and vehicles, addressing any issues promptly.

Vendor and Contractor Management:  

• Manage contracts with external vendors and service providers for facility repairs, vehicle maintenance, and other services.
• Negotiate terms with vendors to ensure high-quality service delivery at competitive rates.
• Monitor vendor performance and ensure adherence to agreed service levels.

Requirements

Education:

• Bachelor’s degree in Facilities Management, Logistics, Business Administration, or a related field (required).
• Certification in Facilities Management (e.g., IFMA, BIFM).

Experience:

• 3+ years of experience in facility management, fleet management, or a related role.
• Proven experience managing maintenance teams, contractors, and logistics operations.
• Experience in managing operational budgets and optimizing resource usage.

Key Skills:  

• Facilities Management: Expertise in overseeing building operations, including maintenance, safety, and compliance.
• Fleet Management: Proficiency in managing vehicle fleets, ensuring proper maintenance, scheduling, and logistics.
• Vendor Management: Ability to manage vendor relationships, negotiate contracts, and ensure service quality.
• Cost Management: Strong budget management skills with a focus on cost-saving strategies.
• Leadership: Ability to lead and motivate a team of maintenance staff and drivers to ensure smooth operations.
• Problem-Solving: Strong analytical skills to diagnose issues with facilities and fleet operations and implement solutions.
• Communication: Strong verbal and written communication skills to liaise with internal teams, vendors, and senior management.

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Job Description

The Helpdesk Agent is responsible for providing first-level technical support and assistance to customers across various communication channels, including phone calls, WhatsApp chats, and emails. The agent will diagnose and troubleshoot customer issues, log support tickets, and ensure customer satisfaction by resolving queries in a timely and professional manner.

Key Responsibilities:  

Customer Support:

• Respond to customer inquiries through multiple channels (calls, WhatsApp, email) in a prompt and professional manner.
• Diagnose technical issues and provide accurate and timely solutions, following defined troubleshooting procedures.
• Log all customer interactions and issues in the company’s ticketing system with detailed notes and status updates.

Issue Escalation and Follow-Up:

• Escalate unresolved or complex technical issues to the appropriate technical support or engineering teams.
• Monitor the progress of escalated issues and follow up with customers to ensure timely resolution.
• Provide regular updates to customers on the status of their support requests, keeping them informed throughout the resolution process.

Ticket Management:

• Create, update, and close support tickets in the ticketing system, ensuring all necessary details are accurately captured.
• Assign tickets to the appropriate departments and ensure they are resolved within the defined Service Level Agreements (SLAs).
• Prioritize tickets based on urgency and impact, ensuring that critical issues are handled with priority.

Documentation and Reporting:

• Maintain a knowledge base by documenting frequently asked questions (FAQs), common technical issues, and their solutions.
• Prepare daily, weekly, or monthly reports on ticket volumes, resolution times, and customer satisfaction levels.
• Contribute to process improvements by identifying trends and recurring issues.

Customer Satisfaction:

• Ensure a high level of customer satisfaction by handling each query with care, patience, and professionalism.
• Assist in customer follow-up surveys or feedback requests to gauge the quality of support provided.
• Act as the first point of contact for customers, building trust and fostering positive relationships.

Team Collaboration:

• Collaborate with the technical support team, NOC (Network Operations Center), and other departments to resolve complex issues.
• Participate in team meetings and contribute to improving the efficiency of the helpdesk processes.
• Keep up to date with company products and services to provide accurate information and support.

Requirements

Education:

• Diploma or degree in Information Technology, Computer Science, or a related field is preferred.
• Relevant certifications in IT support (e.g., CompTIA A+, ITIL) are a plus.

Experience:

• 1-2 years of experience in a helpdesk or customer service role, preferably in a technical or ISP (Internet Service Provider) environment.
• Experience using ticketing systems like Splynx, Zoho Desk, or similar tools for tracking and managing customer queries.

Technical Skills:

• Strong understanding of networking fundamentals, including routers, modems, and internet troubleshooting.
• Ability to use troubleshooting tools and techniques to resolve common technical issues.
• Familiarity with CRM systems and helpdesk ticketing platforms.