Global Hardware Support Officer
UG NG BJ
Job Title: Global Hardware Support Officer
Department: Technology
Reporting line: Global Service Delivery Manager
Location: Nigeria, Benin or any other EEA market.
About ENGIE Energy Access
ENGIE Energy Access is the leading Pay-As-You-Go (PAYGO) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), 2.5 million customers and more than 12.5 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.
Job Purpose/Mission
This position will be part of the Global Support Team that is based in Kampala, Uganda, led by a Global Support
Manager and working closely with the Global QA and R&D Teams.
This is an incredible opportunity for a talented individual to join a high-performing team that is passionate
about providing high quality energy to off-grid customers at the base of the financial pyramid. Key
responsibilities will include triaging and responding to new support requests, implementing and improving
support strategies and processes, documenting support challenges, and communicating cross-departmentally.
Your efforts will make a meaningful impact by enabling EEA to continuously improve how we support our
customers.
Top 5 Responsibilities
• Monitor and respond through support ticketing system (ServiceDesk)
• Investigate, document, and resolve technical issues with products and tools throughout EEA markets
and teams
• Iterate and response and prevention plans for common support requests
• Escalate high-impact or novel concerns to appropriate teams
• Generate and share reports to track and improve support team performance
Deliverables and Activities
• Field Team Support: Triage and solve support requests from field team members, through ticketing
system or other communications as necessary, to ensure problems are solved quickly and effectively.
Document fixes or interventions for training team and eliminating further instances of any new
problem.
• New EEA Market Support: Assist new market operations with setup, training, and troubleshooting.
Provide references and documentation to establish best practices among new team members.
• Analysis & Reporting: Regularly analyze global support ticketing, field team service records, and call
center data to prioritize tool development, new training, or process improvements. Generate and
share reports on such analyses and general support performance to management and other
stakeholders.
Knowledge and skills
Experience:
• BS or greater (technical field preferred)
• 2+ years of experience working with electronics support, software support, or other
technical support
• Experience with data analytics and troubleshooting
• Understanding of integrated software systems
• Ability to analyze problems, identify causes, and provide efficient solutions
Language(s):
• Excellent communication in English required• French is a plus
Other Desired Skills
• Experience with SQL or other data-querying tools
• Experience in software debugging
• Familiarity with basic programming (Javascript, Python)
• Passion for low-cost design for products used in the developing world
• Fluency in French, Swahili, or Portuguese
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive
environment for all. All applications are screened based on business needs, job requirements and individual
qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion,
marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our
strengths!