IMP Engineer Intern
Innervation Value Added Services
Johannesburg, Gauteng
Internship
What we do:
Innervation is a PAN African Payments Service Provider enabling relevant products,
value added services, and reconciliation, leveraging a strong Omni channel platform
capability with strong integration skills.
Our Vision:
To be the ideal provider and enabler of ground-breaking payment and value added
services to retail, financial services providers, and mobile network operators in Africa,
primarily by utilizing our own enablement IP for transaction acquisition and
Omni channel integration, that adds value to our customers and their consumers alike.
Our Focus:
We are observant on the following Payment and Value-Added Services across all channels:
- Payments
o Card transaction switching (integrated / standalone (MPOS and terminal)
o Alternative payments
o Compliance based payment solutions
- Gift Card & Loyalty
- Airtime
- Recon and Settlement
- Card and Account Management
What we believe in:
Teamwork
Integrity
Learning
Accountability
Innovation
Fun
Job Description
You should actively help with and instrument all services offered to new Innervation customers during the connections and development period, making sure of customer satisfaction, before offering the services over to the Operations Team. Executions Engineers work on a monthly revolution basis around the three major roles of Implementations i.e. File Creation Technician, Deployment Technician, Incubation Technician.
Duties
Duties will include, but not be limited to:
- You must create all files required for installation.
- You ought to create and configure Product Definitions/Installations.
- Make sure that Product Definitions/Installations are supplied well before the installation date.
- Make sure all required information has been accurately captured:
o New installation or additional service.
o Site details e.g. name.
o Contact details.
o Number of lanes to be affected by new changes.
o Services requested and signed for by client.
o POS details (TEP certified or 4.5.1), including technician contact details.
o Pin pad device type e.g. Vx820.
o Pin pad connectivity e.g. Ethernet of Serial.
o Client’s banking details
o Connectivity to be used at the site for communication e.g. ADSL and/or backup connectivity
o PC requirements i.e. Operating System and bit number
o Confident Edge details e.g. IP address
- Review files and distribute to correct technician i.e. deployment or incubation.
- Help with deployment technician only if core duties are not impacted.
- Make sure of timeous handling of calls.
- Morning checks:
o Check all job cards in the deployment phase on each day.
o Make sure that all installation dates are correct
o You must confirm that all labels are correct.
- Daily check:
o Interaction between stores due for installation on each day.
o You will be required to post updates on Trello if installation is delayed.
o Postpone installations to next available slot.
o You ought to follow up with merchants on the “CONFIRMATION REQUIRED” list on Trello and post update.
o You must follow up with merchants on the “INSTALL DATE MISS” list on Trello and post update.
- Weekly
o Wide-ranging weekly installation checklist and give feedback.
o You should move all tickets marked “COMPLETE” to the archive list on Trello.
- You ought to monitor all movement and track anything that has been missed or incorrectly scheduled.
- You must follow up and reschedule missed/delayed installations.
- Appeal for a new installation date from Administrator for merchants who have been moved to “TBC” and update ticket on Trello and Synergy.
- Modernize (email) the relevant Administrator about delayed installation with the name of the merchant being moved to “TBC” on Trello and the reason for the delay.
- All the on-site installations will be required at times.
- You should report any PCI Risks immediately to direct line management and inform customer.
- Intensify to executive management for installation approval.
- Make sure that resolutions are understandable to the client and that they are satisfied with the resolution supplied.
- Overseeing and Troubleshooting of Installations.
- Checking and Troubleshooting of clients currently in Incubation period.
- Making sure Recon is occurring after Installations.
- Monitor and troubleshoot installations.
- Monitor and troubleshoot clients currently in Incubation period.
- Make sure recon occurs after installations.
- Make sure that resolutions are understandable to the client and that they are satisfied with the resolution supplied.
- Make handover to operations after incubation period.
- Report on wholesalers that are at this time in incubation and the status there of.
- Make sure TMS views are sent out daily.
- Investigate any TMS issues.
- Modernize the Scrum board with new tickets that have been logged.
- Only keep EFT and services (Airtime, RCS, cashback, etc.) in Synergy.
- Teething phase:
o Make sure TMS views are received.
o You ought to monitor management console to check store health.
- Incubation phase:
o You ought to monitor store for issues.
o Be able to handle all calls logged to incubation.
- Final stretch:
o You must follow up with store and get feedback on trading.
o You should finalize all documentation.
- Handover:
o You must upload file to Wiki-page.
o Close Synergy ticket.
o Move Scrum ticket to ‘DONE.’
- Lengthy development (can happen after any phase):
o You must update Synergy with reasons for extension and extension due date.
- Service confirmation:
o You should follow up with client to check on whether they have used the services and how well they are working.
o Must check Switch for service transactions.
o Close Synergy ticket.
- Accumulate installation reports.
- You must load software/keys and configure Pin Pad Devices.
- Make sure loading of software/keys meets PCI requirements guidelines.
- You must test Pin Pad Devices.
- Send training manuals (EFT, Gift Card, Web Recon and Support Documents).
- Stand-in support for implementations happening outside of office hours.
- Make sure that appreciations happen consequently when problems arise.
- Make sure all calls are dealt with within SLA and that tickets logged on Synergy.
- Make sure all calls are updated often with correct information so that they client can be updated by the helpdesk if required.
- Monthly hand over:
o Handover current phase (File Creation, Deployment, or Incubation) and update technician on current status when monthly role rotation occurs.
Key skills and experience:
- N+ Certificate and skills
- You should be able to navigate and operate any system e.g. Windows & Linux
- Windows (desktop environment), Windows Server 2008, Linux Red hat, and CentOS
- Network level troubleshooting
- Scripting on any Operating System
- SQL database systems
- Full MS Office suite
- Remote support methods e.g. team viewer, VNC viewer
Minimum technical competencies
- Matric (NQF level 40 with IT related subjects
- Tertiary Education in the IT Industry
- 1 – 2 years’ technical experience in the IT Industry
The Package
Market Related
Contact
Appropriately only qualified candidates are requested to submit a detailed CV by email to humancapital@innervation.co.za. Kindly note that only qualified candidates, who meet the positions minimum requirements, will be requested to partake in an interview.