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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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