• Application Deadline: Sat, 15 Feb 2025 00:00:00 GMT
• Position: Field Support, Monitoring System (RMS)



• Job Type Full Time , Remote



• Qualification Others



• Experience 0 - 4 years



• Location Lagos




• Job Field Engineering / Technical 
  
  

Purpose

RMS Field Support plays a pivotal role in ensuring the smooth operation and reliability of the Remote Monitoring System (RMS) by supporting the field team activities validating and resolution. This position requires a strong understanding of monitoring systems, good analytical skills, and a proactive approach to problem-solving. The Field Support team collaborates with cross-functional teams to address incidents promptly.

Key Roles & Responsibilities

• Ensuring the CMS interprets the exact situation on site by doing proper site configurations and ATP on each site visit.


• Support the client to ensure newly installed sites are moved to PAC.


• Ensure proper Asset configuration is done on the site to mirror both the client’s equipment on Site and the RMS equipment.


• Detecting issues on the system by logically and analytically checking through the Site on CMS


• Ensuring all Open tickets are well treated and properly resolved by the FSEs by confirming equipment behavioral pattern for the next 24 hours.


• Identify and investigate any discrepancies or issues detected during the sanity checks and create corresponding problem tickets.


• Providing adequate support to FSE when required.


• Ensure proper ticketing process is followed and maintained on all site visits.


• Report properly all activities and incident report on the system after each SLA site visit.


• Inform the client via mail and tickets of incidence report on their assets/power solutions on site after each SLA site visit.


• Validate the resolution of incidents and problems identified within the RMS, ensuring that reported issues are effectively addressed and resolved.


• Review incident and problem records to verify the accuracy of information, completeness of documentation, and effectiveness of resolution actions taken.


• Responsible for root cause analysis (RCA) for RMS incidents, identifying underlying causes and contributing factors.


• Work closely with cross-functional teams to develop and implement corrective and preventive actions to address root causes and prevent recurrence of issues.


• Ensure that RCA findings and resolution actions are documented, tracked, and communicated effectively to stakeholders

Job-Specific Competencies

Functional: 

• Strong Communication Skills


• Data Analysis and Reporting


• Use of MS Office Tools


• Use of RMS Systems

Behavioural: 

• Attention to Detail


• Collaboration & Teamwork


• Ability to multi-task


• Ability to work under pressure

Organizational Competencies

Be Bold

• Customer Focus


• Innovation


• Integrity

Experience & Qualifications Required

• 1st degree in Electrical/Telecommunication Engineering/Computer Science or related discipline


• 0 - 4 years related experience