FCS Technical Support Officer at The Concept Group

The genesis of The Concept Group was initially borne from a functional and structural approach, simply delivering better effectiveness through shared services of back office functions for its more market facing organizations. As the organization grew, the Group along with its member subsidiaries have evolved to embody much more. As a tested guiding light, our core values which we passionately uphold give us a sense of purpose and direction not only in our professional but in our private lives also. These values summarized are based on three pillars; (Great) People, (Continuous) Innovation and the (Ideal) Culture.

Job Description

• Are you tech-savvy, analytical, and passionate about solving problems? We are looking for a proactive FCS Technical Support Officer to provide exceptional technical assistance to our Fuel Control Systems (FCS) clients.
• If you enjoy diagnosing hardware/software issues, supporting customers, and working with cross-functional teams to deliver seamless solutions, this role is for you.

Role Overview

• As the Technical Support Officer, you will serve as the first point of contact for all FCS-related technical matters. You will troubleshoot system issues, onboard new clients, configure hardware, and analyze performance metrics to ensure client success and satisfaction.
• You will collaborate closely with the Research & Development, Implementation, Recovery & Control, and Customer Support teams to resolve advanced technical challenges and optimize operations.

Key Responsibilities

• Diagnose and resolve software and hardware issues
• Onboard new clients and manage account setup
• Configure hardware and resolve communication issues between systems
• Provide real-time support via phone, email, chat, and remote desktop tools (e.g., TeamViewer)
• Escalate complex technical issues to appropriate internal teams
• Prepare and share theft analysis, health check, and performance reports
• Monitor unit/client success rates and recommend improvements
• Maintain accurate documentation of issues and resolutions
• Ensure all tickets are properly logged and resolved within agreed timelines
• Provide guidance and training to clients on platform features

Key Performance Indicators

• Client issue resolution rate
• Client retention and discontinuation prevention
• Quality and accuracy of technical reports
• Effectiveness of troubleshooting techniques
• Operational gap closure and system optimization

Requirements

• B.Sc. in Electrical/Electronics Engineering, IT, Computer Engineering, or related field
• Minimum of 1 year experience in Technical Support
• Strong understanding of electronics, computer systems, and software platforms
• Proficiency in Excel and Google Sheets
• Familiarity with remote desktop applications (e.g., TeamViewer)
• Strong analytical and problem-solving skills
• Excellent communication skills
• High level of accuracy, organization, and attention to detail

Method of Application