Global Hardware Support Officer

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 instalments 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 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.

Knowledge and skills

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

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!