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.
