IT Support Engineer
IT Support Engineer
Posted on :
05-07-2024
Employer Active
1 Vacancy
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Job Description
Objective & Summary:
Delivery of Netcom IT Support as a service to the customer user incident resolution and solutions implementation updates and upgrades network and systems support technical and incident recording and administration with reporting to Netcom reporting line and Customer.
Key Duties & Responsibilities:
Continuously and consistently record all reported incidents real time and resolve within SLA while following the ICT Incident reporting and escalation procedure.
Continuously and consistently followup on the incidents as per SLA and priority. Monitor and manage the Open Ticket Queue for outstanding incidents to achieve resolution as soon as possible and at least within SLA or committed timeline.
Implement maintain real time and develop (improve) daily (checks and incidents opening and closing) weekly (Activity log ticket report) monthly (ticket report and analysis) quarterly (audit / registry) and adhoc administration and reports with and without use of ManageEngine ticketing system and other generated data and reports.
Update daily on escalations delays inquiries and opportunities via applicable Netcom internal communication channels such as Teams.
Liaise with the ITO Supervisor/Team Lead/Manager and VP Operations to coordinate and manage operational technical and commercial Issues and opportunities and to inform Netcom BDD Account Manager of concrete opportunities as applicable.
Keep up to date and maintain all Customer IT hardware software and licenses including uptodate IT records (Audit Register) and prepare recommended additions and changes during budget reviews.
Work with the Netcom IT capability owners to further advance the IT environment at Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
Interact with the Customer representative and key staff including Heads of Department to establish a working relationship and ensure smooth problem resolution.
Requirements
Essential Skills / knowledge / traits
Knowledge of IT Support procedures systems administration and support with the ability to sustainably clarify improve and change existing or new operational IT Support initiatives.
Knowledge of ticketing system Service Level Agreement key performance indicators
Knowledge of desktop laptop mobile device and unified communications (IP phone voip conference system) troubleshooting installation and troubleshooting.
Knowledge of router installation and configuration LAN troubleshooting and management DHCP configuration and troubleshooting.
Knowledge of MS Windows OS installation MS Office (O365) licensing activation application installation and user configuration and administration.
Knowledge of Active Directory Administration including creating and managing domains security groups access rights.
Advanced communication relationship management and team working skills
Proactive and always alert and following up to respond and get things done while using every escalation as an opportunity to improve laid down procedures and followup on communication and implementation of the same.
In depth Experience with Microsoft Outlook Word Excel and PowerPoint.
Basic knowledge on servers cloud computing & security
Desirable Skills / knowledge / traits
Handson experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
Knowledge of end point protection antivirus monitoring control and other device security products and solutions.
Knowledge of and handson experience with firewall and web filter installation configuration troubleshooting.
Knowledge and handson experience with backup and recovery systems and applications.
Experience Education and/or Professional Qualifications
A preferred degree in the following area Electronics Computer Engineering Computer Science and other core sciences with strong basis for ICT.
Mandatory 2 5 years experience in similar role for network systems and user support and new solutions implementation support.
ITIL PMP Prince2 and/or any Microsoft / Cisco / other OEM or professional certification
Benefits
Employment Type
Full Time
Key Skills
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