JOB DETAILS:

About US:
World Class Technologies (WCT) is an innovative and total ICT solutions provider offering value added services and products for both individuals and companies/organisations. We provide integrated ICT solutions that address the changing needs of your business with solutions that are cost-effective, fast to deploy and reliable (www.wct.co.ug).

Key Duties and Responsibilities:
1. Identify sales leads, pitch goods or services to new clients and maintain a good working relationship with new contacts.
2. Implement the approved marketing plan and ensure the achievement of marketing/business targets.
3. Assist the process of procuring and generating marketing information.
4. Participate in creating and developing strategic business partnerships.
5. Participate in PR activities.
6. Support the implementation of the company social function.
7. Support development and pitching of proposal concepts to potential business partners to grow business through product and services sells.
8. Manage relationships with existing customers through rewarding loyal clients,
9. Participate in developing, crafting and implementing the annual marketing plan
10. Will have to achieve target and develop new business opportunities by selling company's online/offline solutions.
11. Identify and following up new business opportunities and setting up meetings
12. Analyze and interpret data to determine sales program performance and identify opportunities for improvement.
13. Identify and coordinate breakthrough sales strategies to build awareness and strengthen conversion.
14. Tasked with promoting the WCT product and Service range to new and existing Clients.
15. Understanding and assessing client requirements, sharing proposal, Quotes and presentation with clients and customizing solutions. Explore, Identify and anticipate all client needs.
16. Approach new businesses with proposals.
17. Manage and maintain sales / client database.
18. Establish & maintain efficient relationship with new and existing clients
19. Sales management - To drive both volume and value.
20. Ensure clients have positive experience by communicating effectively pre and post deal process
21. Knowledge of bidding and bidding process is an added advantage.

Qualifications, Skills and Experience:
Preferred:
1. Knowledge /Experience in selling IT services, IT Products, Software, Security Solutions (antivirus) is preferred.
2. Experience: At least 3 Year of proven experience in selling IT products and services
3. Industry Type: IT-Software and Hardware
4. Must hold a Degree/ Diploma in Business, Sales & Marketing, or IT related with a sales background
5. Excellent communication and presentation skills
6. Fluent English
7. People looking for a corporate exposure are encouraged to apply
8. Ability to work independently and under pressure
9. Ready to take challenges
10. Excellent negotiation skills
11. Strong ability to build and maintain effective relationship with B2B client





JOB DETAILS:

About US:
World Class Technologies (WCT) is an innovative and total ICT solutions provider offering value added services and products for both individuals and companies/organisations. We provide integrated ICT solutions that address the changing needs of your business with solutions that are cost-effective, fast to deploy and reliable (www.wct.co.ug).

Job Purpose:
1. Maintain IT Service catalogue for the company and our clients.
2. Serve as the IT budget officer.
3. Manage and report on service-level agreements for our client.
4. Provide helpdesk support and resolve problems to the end user’s satisfaction.
5. Manage relationships with vendors that supply IT goods and services to the company.

Key Responsibilities:
1. Administer the help-desk system.
2. Provide user support and system administration services.
3. Manage contracts and service agreements for the company’s clients
4. Provide a single point for escalation of issues that the IT Department cannot resolve internally and require external vendor assistance.
5. Ensure representation of IT during the evaluation of bids/quotations for the supply of IT-related items with representatives from other User Departments.

Duties:
1. Document and maintain an IT Service catalogue.
2. Negotiate Service Level Requirements with customer departments. Prepare service
1. level agreements and ensure that targets within the Service Level Agreements are met.
2. Ensure all backend agreements for SLAs are established, including Operational Level Agreements, Underpinning Contracts and agreements for the IT Service Management processes are appropriate for the agreed service level.
3. Monitor and report on service levels.
4. Plan and carryout service reviews and facilitate meetings.
5. Develop and update templates for the Service Level Management process.
6. Log all service requests and perform initial problem analysis and resolution.
7. Monitor and respond quickly and effectively to requests received through the IT helpdesk and follow up on the status of escalated requests and close resolved ones.
8. Perform system administration and prepare status reports on user accounts existing on the company’s systems and submit daily reports for staff taking leave.
9. Validate and respond to users requesting services from the Help Desk concerning the Company’s IT Services Catalogue.
10. Escalate service requests to other support tiers following the company’s IT Operations Plan and documented procedures.
11. Follow up with second- and higher-level support tier personnel on the status of escalated service requests and update the service request records in the Help Desk system and the service request originators.
12. Verify the satisfactory completion of service requests with their originators and complete the service request in the Help Desk system.
13. Review Help Desk records and returns from Customer Satisfaction Surveys and make recommendations to improve customer service.
14. Review and update the IT Operations Plan.
15. Provide input to the company reports, particularly with activity reports on user support performance.
16. Monitor and administer IT contracts and vendor service agreements.
17. Assist in the preparation of technical specifications of IT-related items to be acquired by the company.
18. Initiate requests for IT purchase along with the signed-off technical specifications.
19. Manage and coordinate IT procurements.
20. Review vendor performance and make recommendations for pre-qualification.
21. Compile and present department budget proposals for review each financial year.
22. Monitor, update and report on the department budget.
23. Any other duties that may be assigned by the Division Manager or Head of Department.

Expected Outputs:
1. Service call updates
2. Bid evaluation report
3. Technical memoranda
4. Individual Balanced scorecard
5. Quarterly inventory reports
6. Purchase and payment requests
7. Updated Configuration Management Database (CMDB)
8. Technical reports e.g. Status reports on service calls, vendor performance, budget reports, technical investigation reports and equipment verification report forms.
9. Service call updates, IT system incidents, applications, and database status reports.
10. Technical documentation and reports e.g., Standard Operating Procedures (SOPs).


Competencies:
Technical Competencies
1. Network control, operation and support.
2. Security administration.
3. Problem management and troubleshooting.
4. Service desk and incident management.
5. Customer Relationship Management.
6. Knowledge of Active Directory and management of Windows domains
7. Management of network devices and protocols and their security appliances
8. Knowledge of Vlans and VOIP technologies
9. Knowledge of virtualized environments
10. Knowledge and management of Windows servers and client environments
11. Knowledge of main Office Automation and collaboration solutions
12. Knowledge of RDBMS and web servers
13. Fluency in English
14. Desired skills
15. Previous experience with biomedical devices

Behavioral Competencies
1. Accountability and Dependability: Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
2. Transparency and Integrity: Earns others’ trust and respect through consistent honesty and professionalism in all interactions.
3. Team spirit and collaboration: Promotes cooperation and commitment within the team to achieve the company goals and deliverables. Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect
4. Adaptability and Flexibility: Adapts to changing needs, conditions, and work responsibilities.
5. Self-Management and thoroughness: effectively manage own time, priorities, and resources to achieve goals. Ensures that work is complete and accurate and independently follows up with others to ensure that agreements and commitments have been fulfilled.
6. Communication: Shares and receives information using clear oral, written, and interpersonal communication skills.
7. Stress Tolerance/tact: Maintains composure in highly stressful or adverse situations, and diplomatically handles challenging or tense interpersonal situations.
8. Employee Engagement and enthusiasm: Demonstrates commitment to the job, colleagues, the company, and its mission by acting in ways that further the accomplishment of its goals.

MINIMUM QUALIFICATIONS AND EXPERIENCE:
1. Degree in Engineering, Computer Science, Information Systems/Technology, or other quantitative fields from a recognized University is essential.
2. Professional certification in relevant fields such as ITIL, CISSP, CCNA, CCNP MCSE Server Infrastructure, Microsoft and Cisco is essential.
3. Possession of IT Infrastructure Library (ITIL) certification is an added advantage
4. 3+ years of related professional experience within Information Technology in a similar position.
5. Knowledge and experience with UNIX/Linux/Windows server systems administration are essential.
6. Extensive knowledge and experience delivering most of the following services – Mail, Storage (SANs), NTP, VoIP, DNS, RADIUS, Web, and Virtualization are an added advantage.
7. Strong hands-on experience in server virtualization, Cisco Firewalls, Switches, Domain Name Services and Active Directory Services is an added advantage.
8. Ability to ride a motorcycle in Kampala with a ridding permit is preferred