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Global Hardware Support Officer job at ENGIE Energy Access | Apply Now
Are you looking for Engineering jobs in Uganda 2024 today? then you might be interested in Global Hardware Support Officer job at ENGIE Energy Access
Kampala, Uganda
Full Time
About the Organisation
ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.8 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments for $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Job Title
Global Hardware Support Officer job at ENGIE Energy Access
ENGIE Energy Access
Job Description
Job Title: Global Hardware Support Officer (Fresher Jobs)
Organisation: ENGIE Energy Access
Duty Station: Kampala, Uganda
This position will be part of the Global Support Team that is based in Kampala, Uganda, led by a Global Support Manager and working closely with the Global QA and R&D Teams. This is an incredible opportunity for a talented individual to join a high-performing team that is passionate about providing high quality energy to off-grid customers at the base of the financial pyramid.
Key responsibilities will include triaging and responding to new support requests, implementing and improving support strategies and processes, documenting support challenges, and communicating cross-departmentally. Your efforts will make a meaningful impact by enabling EEA to continuously improve how we support our customers.
Duties, Roles and Responsibilities
Responsibilities:
Monitor and respond through support ticketing system (ServiceDesk)
Investigate, document, and resolve technical issues with products and tools throughout EEA markets and teams
Iterate and response and prevention plans for common support requests
Escalate high-impact or novel concerns to appropriate teams
Generate and share reports to track and improve support team performance
Deliverables and Activities
Field Team Support: Triage and solve support requests from field team members, through ticketing
system or other communications as necessary, to ensure problems are solved quickly and effectively.
Document fixes or interventions for training team and eliminating further instances of any new problem.
New EEA Market Support: Assist new market operations with setup, training, and troubleshooting.
Provide references and documentation to establish best practices among new team members.
Analysis & Reporting: Regularly analyze global support ticketing, field team service records, and call center data to prioritize tool development, new training, or process improvements. Generate and share reports on such analyses and general support performance to management and other stakeholders.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
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RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Experience:
BS or greater (technical field preferred)
2+ years of experience working with electronics support, software support, or other technical support
Experience with data analytics and troubleshooting
Understanding of integrated software systems
Ability to analyze problems, identify causes, and provide efficient solutions
Language(s): Excellent communication in English required• French is a plus
Other Desired Skills:
Experience with SQL or other data-querying tools
Experience in software debugging
Familiarity with basic programming (Javascript, Python)
Passion for low-cost design for products used in the developing world
Fluency in French, Swahili, or Portuguese
How to Apply
All suitably qualified and interested applicants should apply online at the link below.
Deadline: 19th December 2024
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