Onsite Support Engineer KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Onsite Support Engineer

1. Incident Resolution

KRA: Timely resolution of onsite technical incidents to minimize downtime.

Short Description: Ensuring prompt incident resolution for uninterrupted operations.

• Time taken to resolve incidents
• Percentage of incidents resolved within SLA
• Customer satisfaction rating post-incident resolution
• Number of recurring incidents reduced

2. Hardware Maintenance

KRA: Regular maintenance and upkeep of onsite hardware infrastructure.

Short Description: Ensuring optimal performance and longevity of hardware assets.

• Number of preventive maintenance checks completed
• Percentage decrease in hardware failure rates
• Inventory accuracy for hardware components
• Adherence to hardware maintenance schedules

3. Software Updates and Patch Management

KRA: Ensuring all software systems are up to date with the latest patches.

Short Description: Mitigating security risks and enhancing software functionality through timely updates.

• Percentage of systems updated within the patch window
• Number of critical security patches applied on time
• User feedback on software performance post-update
• Reduction in system vulnerabilities post-patch management

4. User Training and Support

KRA: Providing training and support to onsite users for efficient system utilization.

Short Description: Empowering users with knowledge and resources for enhanced productivity.

• Number of training sessions conducted
• User satisfaction rating on training effectiveness
• Reduction in user-reported errors post-training
• Percentage increase in user self-resolution of basic issues

5. Network Infrastructure Management

KRA: Managing and optimizing onsite network infrastructure for seamless connectivity.

Short Description: Ensuring reliable and high-performance network operations.

• Downtime hours due to network issues
• Network latency and bandwidth utilization metrics
• Number of network security incidents detected and resolved
• Improvement in network stability and speed metrics

6. Inventory Control and Procurement

KRA: Efficient management of onsite inventory and timely procurement of necessary supplies.

Short Description: Optimizing inventory levels and ensuring availability of resources.

• Inventory turnover ratio
• Percentage of accurate inventory counts
• Timeliness of procurement process
• Cost savings achieved through procurement optimizations

7. Compliance and Security Audits

KRA: Ensuring onsite compliance with security standards and passing security audits.

Short Description: Upholding data security and regulatory compliance requirements.

• Number of security compliance violations detected
• Completion rate of security audit action items
• Audit rating scores for onsite security measures
• Incident response time for security breaches

8. Vendor Management

KRA: Managing relationships with onsite vendors to ensure timely service delivery.

Short Description: Facilitating effective partnerships for onsite service requirements.

• Vendor performance ratings based on SLA adherence
• Number of vendor escalations resolved satisfactorily
• Cost savings achieved through vendor negotiations
• Vendor response time to onsite service requests

9. Documentation and Reporting

KRA: Maintaining accurate documentation and preparing regular reports on onsite activities.

Short Description: Ensuring transparency and accountability through comprehensive documentation.

• Documentation completeness rate for onsite activities
• Accuracy of reported metrics and data
• Report submission timeliness and quality
• Utilization of documented processes for problem resolution

10. Continuous Improvement Initiatives

KRA: Identifying and implementing opportunities for enhancing onsite support operations.

Short Description: Driving innovation and efficiency improvements in onsite support functions.

• Number of implemented process improvements
• Reduction in average resolution time through enhancements
• Employee engagement in suggesting improvement ideas
• Cost savings realized through efficiency initiatives

Real-Time Example of KRA & KPI

Scenario: Incident Resolution

KRA: In a real-world scenario, an Onsite Support Engineer successfully resolved a critical server outage incident within 30 minutes, minimizing business impact.

• KPI 1: Time taken to resolve the critical incident (30 minutes)
• KPI 2: Incident resolution within SLA (100% compliance)
• KPI 3: Customer satisfaction rating post-incident (4.5/5)
• KPI 4: Recurrence of the same incident within a month (0 instances)

This exemplary incident resolution showcases the engineer’s efficiency, customer satisfaction, and proactive problem-solving skills, contributing to business continuity.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Onsite Support Engineer roles.