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

• Assist in the daily operations of the helpdesk, ensuring adequate phone coverage at all times.
• Provide high-quality technical support to end-users in a courteous and professional manner.
• 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.
  
  

Technical/Business Skills And Knowledge

• At least 3 years of experience working at an enterprise level, focusing on high-level support.
• Excellent written and verbal communication skills in English.
• Strong troubleshooting, analytical, and problem-solving skills.
• Proficient in Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, RSA, and printing technologies.
• Experience with Active Directory and ARS.
• Proficient in O365 Apps.
• Experience with OKTA.
• Familiarity with AV (Audio-Visual) 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).
• Able to assess situations quickly, adapt accordingly, and work under pressure.
• Strong multitasking, organizational, and time management skills.
• Experience in dealing with customers with tact and diplomacy, demonstrating strong interpersonal skills.
• Must be a team player who works well in a busy environment.
• Must have an eye for process improvement.