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LinkUS: Refer Now! | JO# 14710 L1 Support Role: IT Service Engineer Type of Position: Contract Dept. Hours: 24/7 - 9 hours shift Exp: 2-5 yrs Scope: The role of the IT Service Engineer is to provide technical assistance to customers by performing the following duties. Key Responsibilities: - Provide customer support and technical issue resolution via E-Mail, phone and other electronic medium.
- Configuration of company provided assets for associates
- Install and configure software to connect to application servers.
- Obtain general understanding of OS and application operations related to company offered services.
- Identify and correct or advise, on operational issues in customers computer systems.
- Act as technical resource for junior team members
- Adhere to department SOP's relating to proactive troubleshooting of IT related issues and escalate to appropriate team when the problem requires additional research
- Handle rollover calls from ITHD in a professional manner in accordance with department's Service Level Agreement
- Contribute to special projects as directed by supervisory team
- At a minimum, meet expectations of position relating to performance metrics
- Demonstrate high level of proficiency in Microsoft Office Suite of applications, specifically; Word, Excel & Project.
- Pursue continuing education and remain current on technology applicable to position
The Ideal candidate will also possess the following skills: - Able to work independently and efficiently to meet deadlines.
- Able to promptly answer support related email, phone calls and other electronic communications.
- Self motivated, detail-oriented and organized.
- Experience with hardware and software troubleshooting.
- Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Qualifications and Experience: - Graduate Level or equivalent experience
- Minimum of 2 years' relevant IT experience
- Excellent Technical Knowledge of Network Infrastructure and Client Server Architecture
- Microsoft / Cisco Certification preferred
- Minimum 1 Year experience of computer Networks supporting TCP/IP.
- Fluent in English.
Skills and Attributes: - Strong interpersonal and communication skills
- Highly motivated with the ability to comprehend complex issues rapidly and aid in producing technically credible solutions.
- Good timekeeping for projects and required deadlines
- Ability to multi-task – such as projects requiring opposing skills and work environments.
- Ability to prioritize tasks and workload
- Clear precise attitude with methodical attention to detail
- Telephony soft skills.
- Mentoring and training of co-workers at all levels of competence.
- Excellent technical troubleshooting skills.
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