Role Description: -The Support Engineer is a key part of the company service framework providing end to end ma...

JOB INDEX - 5 months ago - Job Mail

5 months ago

Support Engineer

Role Description:

  • -The Support Engineer is a key part of the company service framework providing end to end management of tickets and service requests reported by the customer.

  • -Assist users onsite and in person

  • -Setup IT hardware for training and examination centres

  • -Manage Tickets and Requests

  • -Receive and record all calls from our customers

  • -Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation

  • -Assist with customer onboarding projects and migrations

  • -Monitor and escalate Tickets according to the customer’s SLA

  • -Keep users informed on status and progress of their Tickets

  • -Aid customer retention and satisfaction

  • -Help to improve efficiency, processes, documentation, and automation.

 

Qualifications

  • -A+

  • -N+

 

Experience

  • -1 to 3 years experience as a IT desktop support technician.

 

Technical skills

  • -Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.

  • -Good working knowledge of networks, routing & switching.

 

Soft Skills

  • -Customer focused, with an analytical approach with good questioning & listening skills

  • -Excellent verbal and written communication skills suitable for an international audience

  • -A confident team player with a positive can-do attitude

  • -Fanatical attention to detail

  • -An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)

  • -Dependable, hardworking and self-motivated.