Job Vacancy – French & English Speaking VingCard Support Technician

The main purpose of the role

  • To provide initial technical support to telephone requests and emails from clients.
  • To deploy new Hotel Door Lock system Installations servers, workstations, and program locks and redeploy already existing ones through annual service visit.
  • To ensure that calls for support are dealt with promptly and appropriately.
  • Maintaining existing Hardware and Software to agreed standards.

Key accountabilities

  • Provide technical support and guidance to clients to understand programs, solve problems and generally support client in using software/hardware correctly at the Hotel/Organization situation.
  • To log support calls and document their outcome to facilitate the resolution of common queries.
  • To redirect or escalate support requests to the appropriate member of the IT Support Centre.
  • To pro-actively provide information to users on the progress of outstanding support calls.
  • To contribute to ensuring that the VingCard systems and software releases are kept up to date and messages are passed on to Hotels ISM or during service visits and queried on the report or log file of such update.
  • To install and configure operating systems and software to agreed standards under the direction of the required minimum product standards.
  • To assist in the compilation and maintenance of an accurate inventory of hardware and software during service visits and installations.
  • To report product hardware faults to the appropriate personnel who in turn, return hardware to VingCard – Norway for repair if necessary, or replacement if on warranty and ensure the faults are completed, in consultation with the appropriate logistics team member.
  • To provide at all times a professional, courteous and rapid response to individual clients.
  • To undertake such projects of a level commensurate with the responsibility of the post, as designated by the Product Manager.
  • To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility.
  • To develop and maintain active and progressive working relationships with all staff members.
  • To establish and maintain effective working relationships within and outside the work environment.
  • To conform with ethical/cultural/immigrations standards/ regularities and guidelines of a particular country in respect to the dressing code/visa requirements/normal norms.
  • Make minor repairs if and when necessary to hardware equipments and VingCard locks.
  • Provide in-office detailed technical training for the VingCard Support staff after a Technical Training at the VingCard Academy.
  • Maintain a stock of tools needed for minor repairs, e.g. cleaning cards,torx bits, Alan keys
  • Keep up to date with VingCard Product ICT developments, and be abreast with all the technologies developed.
  • Make relevant/justified recommendations to clients for improvement of the systems functionality.
  • After every project installation/site visit the technician must send out the reports not more than 24hours after arrival on a working day.
  • All backups and reports to be saved on the server after each site visit/project installation.
  • All expenses reports must be sent out not more than 24hrs after arrival on a working day.
  • To undertake such other duties and responsibilities of an equivalent nature, as defined by the line manager from time to time, subject to the proviso that normally any changes of a permanent nature shall be incorporated into the job profile in specific terms.
  • Monthly routine backup checks of all the files in the product folder on the company server are included and up to date.
  • Assure discreet handling of all clients’ information.
  • Ability to work responsibly with or without direct supervision.
  • To undertake health and safety duties commensurate with the post and/or as detailed in the Companies’ Health and Safety Policy.
  • To Quarterly evaluate oneself to improve effectiveness and efficiency.
  • To maintain personal and professional development to meet the changing demands of the job.
  • Periodically participate in scheduled indoor/outdoor activities within the organization.

Typical Working Conditions

  • Monday – Friday (8:30am-6:00pm)
  • To be able to undertake such other duties, training and/or more hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
  • Extensive travel time in the position.

Required Qualifications

  • University Degree Graduate in Information Technology or Computer Engineering with working knowledge of Networking/Database Management.
  • A good command of fluent oral and written English and French.
  • Must be able to meet deadlines as stipulated.
  • Must be flexible and willing to undertake frequent unscheduled travels when needed.

How To Apply For The Position

All interested applicants should send an email application by End of Business, 7th March 2019 to [email protected] and attach their CV/Resume and copies of transcripts. Applications sent to any other email other than the above shall not be considered.

Human Resources Manager

  • Hospitality Systems Consultants Limited
  • No. 87 Muiru court. Mountainview off Waiyaki Way
  • T: | +254 734 208862 | +254 722 208862
  • Email: [email protected]

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