Purpose
RMS Field Support plays a pivotal role in ensuring the smooth operation and reliability of the Remote Monitoring System (RMS) by supporting the field team activities validating and resolution. This position requires a strong understanding of monitoring systems, good analytical skills, and a proactive approach to problem-solving. The Field Support team collaborates with cross-functional teams to address incidents promptly.
Key Roles & Responsibilities
Ensuring the CMS interprets the exact situation on site by doing proper site configurations and ATP on each site visit.
Support the client to ensure newly installed sites are moved to PAC.
Ensure proper Asset configuration is done on the site to mirror both the client’s equipment on Site and the RMS equipment.
Detecting issues on the system by logically and analytically checking through the Site on CMS
Ensuring all Open tickets are well treated and properly resolved by the FSEs by confirming equipment behavioral pattern for the next 24 hours.
Identify and investigate any discrepancies or issues detected during the sanity checks and create corresponding problem tickets.
Providing adequate support to FSE when required.
Ensure proper ticketing process is followed and maintained on all site visits.
Report properly all activities and incident report on the system after each SLA site visit.
Inform the client via mail and tickets of incidence report on their assets/power solutions on site after each SLA site visit.
Validate the resolution of incidents and problems identified within the RMS, ensuring that reported issues are effectively addressed and resolved.
Review incident and problem records to verify the accuracy of information, completeness of documentation, and effectiveness of resolution actions taken.
Responsible for root cause analysis (RCA) for RMS incidents, identifying underlying causes and contributing factors.
Work closely with cross-functional teams to develop and implement corrective and preventive actions to address root causes and prevent recurrence of issues.
Ensure that RCA findings and resolution actions are documented, tracked, and communicated effectively to stakeholders
Job-Specific Competencies
Functional:
Strong Communication Skills
Data Analysis and Reporting
Use of MS Office Tools
Use of RMS Systems
Behavioural:
Attention to Detail
Collaboration & Teamwork
Ability to multi-task
Ability to work under pressure
Organizational Competencies
Be Bold
Customer Focus
Innovation
Integrity
Experience & Qualifications Required
1st degree in Electrical/Telecommunication Engineering/Computer Science or related discipline
0 – 4 years related experience
Interested and qualified candidates should forward their CV to: info@uziben.com.ng using the position as subject of email.
Apply via :
info@uziben.com.ng
