Support Engineer

Job Function Summary

As a Technical Support Engineer in End User Services, you will play a key role in the team. Your technical skills and knowledge will be crucial in providing support to fellow engineers and employees. You will also contribute to the team by adhering to and promoting good working practices and company policies and procedures. Your commitment will be vital in ensuring that the helpdesk maintains adequate telephone coverage at all times, providing prompt and efficient assistance to employees. Furthermore, you will work with the team to address and resolve issues, using your problem-solving skills and knowledge.

Principal Responsibilities

• Provide high-quality technical support to end-users in a courteous and professional manner.
• Assist in the daily operations of the helpdesk, ensuring adequate phone coverage at all times.
• Identify high-priority issues and handle them as per the escalation process.
• Maintain oversight of the daily incident queue, ensuring that tickets are assigned and processed with minimal delay.
• Contribute to the creation and maintenance of technical documentation and share knowledge within the team.
• Be an active member of the team; identify gaps and opportunities for improvements, and suggest changes to processes and procedures.
• Assist in automating processes within Infrastructure.
• Contribute to IT projects whether locally, regionally or globally.
• Support the wider team in its daily activities by exhibiting professionalism and technical know-how.
  
  

• At least 3 years of experience working at an enterprise level, with a focus on providing high-level support
• Excellent written and verbal communication skills in English.
• Good at troubleshooting technical issues in a logical, methodical and consistent manner.
• Good analytical and problem-solving skills.
• Understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, RSA and printing technologies.
• Knowledgeable in PC hardware components and technical standards.
• Able to provide effective support to remote locations.
• Understanding of mobile technologies including BES, Microsoft Intune, Android and iOS devices.
• Cisco IP phone and video conferencing support using Webex.
• Familiarity with ITIL best practices and processes (ITIL Certification a bonus).
• Good communication skills.
• Able to work independently and under pressure.
• Able to quickly assess situations and adapt accordingly.
• Able to multitask, organize, and prioritize effectively.
• Good time management.
• Experience in dealing with customers with tact and diplomacy using demonstrable interpersonal and communication skills.
• Must be a team player who will work well in a busy team.
• Must have an eye for process improvement.
• Must be energetic, enthusiastic and proactive.