Key Result Areas

Maintenance/Managed Services: Performs maintenance and troubleshooting for customers per services defined in the maintenance contract. Specifically; Responds to requests and inquiries of client accounts with regard to their need for technical assistance; Ensures that the services stated in the contract are satisfied at all times to include but not limited to the state response and resolution time; In case of onsite assignments, coordinates closely with the department and other concerned groups with regard to step-by-step status of the job; Provides troubleshooting tips and guidelines over the phone as solicited by client accounts. Preventive and Corrective Maintenance: Performs procedures on preventive maintenance on units/machines of client accounts covered by service contracts as scheduled. Reports Preparation: Prepare required reports and submit them accordingly with regard to service and preventive maintenance tasks undertaken. Specifically: Accomplishes the Job Action Report and submits this to client and Questronix Prepares IBM Activity Report for submission to Client, IBM, and Questronix Prepares IBM Billable Form for submission to Client, Questronix, and IBM; Completes the Parts Return Form and submits this to IBM and Questronix Qualifying machines: Conducts procedures to qualify a machine prior to execution of the maintenance contract. SE Support: Provides assistance to other Systems Engineers (SE) whenever expertise is solicited by the situation. Performs other duties as may be assigned from time to time.