Analyst Technology Support

Job Descriptions

Location: Head Office

Status: Permanent

1. Responsible for acting as front-line interface between customer and/or site support
personnel to manage technical issue resolution in clear, understandable way
whilst maintaining the technical integrity of the Trakindo delivered technology
solution.
2. Responsible for managing issue escalation to Caterpillar support and developers,
provide field feedback, receive product updates and information from Caterpillar.
3. Responsible for providing technical expertise for Trakindo-delivered Mining
Technology Enabled Solutions (MTES) offerings and products.
4. Responsible for understand how the Trakindo delivered MTES system works,
interface with the Caterpillar Dealer Solutions Network (DSN), Technology
Solution Centre (TSC), and interface with the Specialist/ Senior Specialist to
communicate and escalate Mining Technology incidents / problems as required.
5. Responsible for work closely with site support personnel, managing escalation
from site through technology support to the respective OEM to resolve issues as
required in line with the requirements of the respective subscription agreements.
6. Responsible for assisting in technical mentoring activities to support to technology
services provided by Trakindo.
7. Accountable for staying up to date with Caterpillar service letters/ service
magazines and distributing information across the dealership.
Responsible for own customer issue resolution for majority of reported issues
leveraging Caterpillar and dealer resources.
9. Responsible engaged as an SME for new Trakindo-delivered Mining Technology
Enabled Solutions (MTES) offerings, deployments, major upgrades and integration
at customer site.
10. Responsible for understand customer goals and constraints.
11. Responsible for providing SME input for consulting services to customer on MTES
products to drive further value for customer.
12. Responsible for engaged as SME for integration management of MTES to
customer wireless and back-office infrastructure and with other applications.
13. Responsible for understand the overall system support issues that include
machine calibration and measure up, system troubleshooting (on-machine and
back office) across Trakindo delivered offerings.
14. Responsible for supporting training of customers and co-workers on Technology
Enabled Solutions.
15. Responsible for understand survey principles engage customers on the impact of
these functions with Trakindo delivered technology solutions.
16. Responsible for supporting dealer personnel in understanding of customer
processes and system functionality.
17. Responsible engage as an SME and complete final validation of system before
Go-Live, where applicable.
18. Responsible for providing on-going value-added support to the customers when utilizing technology solutions delivered by Trakindo

Requirements:

• Bachelor's degree in electrical engineering or telecommunications or IT
• Have experience as IT Desk Support or service delivery will be a plus
• Fresh graduates are welcomed to apply
• Understanding of IT support principles in line with ITIL
• Understanding of IP networking and communications