Global Hardware Support Officer

hace 3 semanas

Valladolid, España - A tiempo completo

Job Title: Global Hardware Support Officer

Department: Technology

Reporting line: Global Service Delivery Manager

Location: Nigeria, Benin or any other EEA market.

About ENGIE Energy Access

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 installments 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), 2.5 million customers, and more than 12.5 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

Job Purpose/Mission

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.

Top 5 Responsibilities Monitor and respond through support ticketing system (ServiceDesk)Investigate, document, and resolve technical issues with products and tools throughout EEA markets and teamsIterate response and prevention plans for common support requestsEscalate high-impact or novel concerns to appropriate teamsGenerate 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 the 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. Knowledge and skills Experience: BS or greater (technical field preferred)2+ years of experience working with electronics support, software support, or other technical supportExperience with data analytics and troubleshootingUnderstanding of integrated software systemsAbility to analyze problems, identify causes, and provide efficient solutions Language(s): Excellent communication in English requiredFrench is a plus Other Desired Skills Experience with SQL or other data-querying toolsExperience in software debuggingFamiliarity with basic programming (Javascript, Python)Passion for low-cost design for products used in the developing worldFluency in French, Swahili, or Portuguese
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements, and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement, or citizenship. Our differences are our strengths
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