Division: Abbott Informatics
Reports to: Technical Support Manager
Primary Objective of Position
The support engineer will be responsible for troubleshooting issues with STARLIMS solutions installed in a customer environment. This requires an understanding of PC hardware/ software and networks. Work within defined STARLIMS service and support processes and rapidly provide best solution to customer issues.
Train users on the proper use of STARLIMS applications.
Provide technical support to customers, including but not limited to answering customers' emails, phone calls and online questions
Able to solve issues promptly, ensuring limited downtime for the customer
Ability to communicate with all levels of an organization and the ability to communicate technical information in a manner in which business leaders can understand
Handle and resolve customer complaints
Research required information using available resources
Must be a strong team player with a personal commitment toward the business and its customers
Maintain knowledge base: Write articles detailing Issues and solutions in the Support Knowledge Base
Identify issues reported and prioritize accordingly.
Systematically resolve problems whilst also researching alternatives solutions, using the help desk system and/or problem management software.
Recommend systems modifications to reduce user problems.
Follow established procedures
A tertiary qualification in Computer Science, IT or related.
Experience and Background
3-5 years experience within a similar role.
Ability to debug issues
IT Background knowledge of operating systems, Event Viewer, IIS Configuration, NLB, etc.
Must be customer service oriented.
Experience with working in a dynamic fast-paced environment
Ability to work independently and in a team environment
Ability to manage multiple tasks in a dynamic, agile environment
Attention to detail and accuracy
Strong ability to troubleshoot software problems - identify and solve problems creatively and effectively
Ability to learn and understand our processes, as well as recommend ways to continuously improve
Excellent communication skills - verbal and written
Excellent organizational skills
Excellent teamwork skills
Up-to-date with the latest trends, techniques, and technologies
JOB FAMILY:Field Services
LOCATION:South Africa > Johannesburg : Abbott Place
TRAVEL:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Not Applicable