IT Field Engineer Team Lead

Key Deliverables: 

• Compliance with the Company policies
• Incident and Problem Management
  • 100% response time SLA-Response back to GSD
  • Achieve <.5% of all service calls being escalated to the FE team.
  • 100 % SLAs provide update to GSD of leaving on site engagement.
  • Achieve 100% SLA for scheduled on site engagements
• Transition of Services for the Company Clients
  • 100% attendance to scheduled client DC and OHS inductions
  • Attendance and completion of all physical and logical audits activities scheduled < 3 days subject to client availability
• Inventory Management
  • This applies in location where FE’s are located.
    • 100% accuracy in the completion on IMRs
    • 98.5% quarterly inventory accuracy across all locations where the Company inventory personnel are stationed
    • Meet 100% OLAs for quarterly stocktakes in locations where no Company inventory are stationed.
    • 100 % response time OLA to logistics and IMR requests
    • 100% completion SLA to next flight IMR request
• Sparing for New Accounts
  • Oversee the entire sparing process
  • Ensures that sparing is properly conducted within OLAs
  • Evaluate client enrolled assets and recommend parts for sparing
  • Coordinate with Logistics on parts sourcing for sparing
  • Submit recommended spare parts purchase for approval
  • Upload in Netsuite-CMDB complete information of enrolled assets for SDM verification
  • Disseminate information on the transition progress of new accounts
• Out of scope field work
  • 98% SLA monthly SLA out of scope quotations with 48 hours of call being logged.
• Certification and Training

Accountabilities:

• Ensure all commitments made to the customer are met, or re-scheduled with the customer’s knowledge and approval
• Ensure clear lines of communication are met between Support Services Manager and FE’s
• Ensure clear lines of communication are met between GSD and FE’s
• Comply fully with thecompany policy to protect the interest of Company at all times
• Monitoring New FE’s
• 2nd Level Technical Assistance:
  • Provide technical support to the FE team on escalations
  • Mentor the FE’s to allow them to develop their technical skills further
  • Provide documentation through Knowledge Base articles

• Procedural Guidance for FE team:
  • Thorough knowledge of current FE team procedures
  • Update procedural documentation when required
  • Proactively update procedural documentation for improvements
• Human Resources Management and Planning:
  • Reporting of FE performance at the end of their probationary period
  • Reporting of other FE performance to the CTSO
  • Assistance and suggestions in recruiting (to be reported to CTSO)
• Service Call Updates:
  • Ensure that FE is providing accurate call updates to the GSD in timely fashion until closure of the service call
• OH&S Work Environment:
  • Ensure that the technical work areas remain clean and organized at all times
  • Ensure that the warehouse remains clean and organized where practical
  • Ensure that the FE team adheres to all OHS requirements, including for lifting, cabling, rack mounting and equipment in rooms are not obstructing walkways.
• Training and Certifications
• FE Team Tactical Operational Planning