Field Service Technician - Nairobi Central (Isaac's replacement) 1

ROLE:

• Provide the 1st level support for technical issues.
• Ensure the resolution of incidents within specific time constraints.
• Perform user management and routine system administration tasks.
• Respond to requests of other technical teams.
• Troubleshoot and resolve IT issues.
• Coordinate service activities with other Field Service Technicians.
• Perform monitoring activities.
• Test all new releases and upgrades.
• Install, configure, optimize & maintain systems and applications.
• Maintain accurate and updated documentation.
   

Diagnose Situation

Answers internal urgent request, diagnoses breakdown & defines intervention needs by:

• Identifying whether the breakdown is mechanical and dispatching the mechanic.
• Checking issue on site in order to identify the appropriated maintenance person to be escalated to

Maintenance / Repair/ Escalate Problem

• Repairs the equipment to make sure the production continues and/or escalate the issues as appropriate.
• Ensures the equipment maintenance (preventive/other) is executed according to the plan.
• Contacts external supplier to organize the problem/ dysfunction or breakdown resolution by:
• Calling or emailing to confirm diagnosis.
• Organizing their intervention on site

Report Incidents

• Monitors the incident lifecycle following the guidelines received.
• Transfers across shifts the incidents occurred to take over any remaining task.

Ensure continuous improvement.

• Analyzes maintenance issues.

PROFILE:

• Technical Diploma and technical competence in a relevant field, or equivalent combination of training, and/or experience.
• Minimum 2 years’ experience maintaining and troubleshooting equipment in a factory environment.
• Good written and verbal communication. 
• Ability to diagnose and analyze mechanical, electrical, application issues and analyze application server logs.
• Experience with Microsoft office tools (Excel / Word).
• Strong troubleshooting skills and demonstrated abilities to diagnose and analyze technical issues.
• Customer oriented attitude

Skills

• Knowledge and practice of PLC
• Network knowledge
• Computer – IT Pack Office
• Understanding of electrical diagram
• Knowledge of Electrical norms
• Knowledge of machining tools
• Pneumatic & Hydraulic Drawing Understanding
• Technical Design Understanding

Competencies

• Identify improvements.
• Seek satisfaction.
• Coordinate with others.
• Eager to learn.
• Understand and resolve issues.

Knowledge in one or more of the following fields a plus:

• Experience troubleshooting computer networks 
• Knowledge of basic IT support tools: FTP, SSH, Putty, SVN, Remote Access
• Knowledge of basic IT support procedures and tools
• Knowledge of basic PLC setup and programming