As a Technical Support Engineer specializing in Battery Energy Storage Systems (BESS), you will be a key member of our support team, playing a crucial role in ensuring the seamless operation of our BESS products. Your primary responsibility will be to provide technical assistance to our customers. You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Reporting to the Lead Services Engineer

Key Responsibilities:

Systems

Research and identify solutions to software and hardware issues.

Diagnose and troubleshoot technical issues, including account setup and network configuration.

Ask clients targeted questions to quickly understand the root of the problem.

Talk clients through troubleshooting steps, providing them with clear communication and effective solutions.

Train or share technical knowledge with colleagues to enhance overall capabilities of the support team.

Prioritize and manage several open issues at one time.

Administration

Create and maintain comprehensive technical documentation, including FAQs and troubleshooting guides, tailored for BESS products.

Properly escalate unresolved issues to appropriate internal teams.

Reporting

Provide prompt and accurate feedback to customers.

Follow up with clients to ensure that their IT Systems are fully functional after troubleshooting, ensuring transparency and proactive communication.

Prepare accurate and timely reports.

Essential Requirements:

• Grade 12/ Matric
• B.Eng Electric and/or Electronic Degree or equivalent
• 5 years working experience in technical field.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step by step technical help, both written and verbal.
• Excellent analytical skills.
• Hands on experience with Windows/Linux/Mac OS environments.

Beneficial Requirements:

• Agility and Adaptability.
• A methodical approach to tasks.
• Excellent customer service skills.
• Ability to work well under pressure.

All applications must reach our Human Resources Department by no later than 18 January 2024

Correspondence will be conducted with shortlisted candidates only.

Freedom WON is an employer of equal opportunity and supports the philosophy of regional demographic representation.

Freedom WON respects your privacy and will treat your personal information in compliance with applicable data privacy and protection laws. By applying to this job vacancy, you agree to Freedom WON using and sharing your personal information as described in the Privacy notice.