The incumbent will report to the Senior Technical Service Engineer and the main duties consists of addressing equipment onsite technical issues dispatched by the Customer Experience Department, and the distribution of consumables & other marketing support items.

Key Role / Responsibilities:

• The role consists of addressing equipment onsite technical issues dispatched by CSD, and the distribution of consumables & other marketing support items. The technical intervention and consumables distribution on the field to be carried out in an effective manner to ensure on-time delivery and meeting the business service level.
• To assist the Senior Technical Services Representative /Senior Technical Services Engineer in planning and organizing day-to-day Technical Service Representatives activities and intervention on the field. Establish and update processes for Technical Service activities and deliver comprehensive status reports to reporting line/management.  
• To assist the Senior Technical Services Representative /Senior Technical Services Engineer and Technical Service team in repairs and maintenances of Lottery retailer equipment and electrical equipment at workbench location.  
• To maintain, analyze, troubleshoot, and repair lottery terminals; performs upgrades and preventative maintenance. 
• To assist the Senior Technical Services Representative on records /documents equipment problems and work performed; enters information into database to establish terminal or part history, frequency of failures, and actions taken; creates reports. 
• To provide inputs in establishing the Technical Service team roadmap 
• To respond to troubleshooting calls as dispatched by the Customer Service Department.
• To perform new terminal installation, testing, and retailer training under guidance of the Senior Technical service
• To assist in routine hardware and software moves, additions and changes.
• To use HAP approach for projects and activities management
• To develop relationships with various departments & end users in support of existing & changing requirements  
• To deliver training/advise to retailers for proper operation of their equipment and electrical system.
• To troubleshoot to restore malfunctioning equipment to working order which may include swapping failed equipment, cleaning and/or minor adjustments to the malfunctioning component. 
• To organize and clean depot and repair facility.   
• To provide adequate retailer support on equipment and network to ensure minimal downtime/disruption

Profile:

• Diploma in IT and/or any qualifications in Electrical, Electronics and Telecommunication
• 2-3 years’ experience with electronic and electromechanical devices
• Knowledge of software applications, processes and procedures
• Knowledge of analog electronics, digital circuitry and communications
• Solid communications skills and the ability to analyze problems and alternatives and develop conclusions and recommendations.
• Ability to follow checklists and procedures; exercise sound judgment within general guidelines.
• Valid driver’s license and acceptable driving record at time of appointment and throughout employment in this position.