IT senior techncial support engineer
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Job Description
Duties & Responsibilities :
Operational Duties:
o Diagnosing and resolving complex IT issues:
Diagnosing and resolving complex IT issues that cannot be resolved by junior technical support engineers.
Handling troubleshooting hardware and software problems and working with users to identify and resolve the root cause of the issue.
o Developing and implementing new support processes:
Developing and implementing new support processes to improve the efficiency and effectiveness of the technical support.
Developing new procedures for handling tickets or implementing new tools and software to automate tasks.
o Training and mentoring junior engineers:
Train and mentor junior engineers.
Teaching them how to troubleshoot problems how to use the technical support tools and software and how to interact with users.
o Maintaining and updating the technical support knowledge base:
Maintaining and updating the knowledge base to ensure that it is uptodate and accurate.
o Escalating issues to the appropriate technical support team:
Escalating the issue to the appropriate technical support team.
Working with a team of engineers to troubleshoot the issue or it may involve contacting the vendor of the affected hardware or software.
o Ensuring that the technical support meets the needs of users:
Ensure that the technical support meets the needs of users.
Conducting surveys to gather feedback from users or it may involve implementing new processes or procedures to improve the level of service.
Financial Duties:
o Providing financial advice to IT management:
Called upon to provide financial advice to IT management.
Making recommendations on IT investments developing costsaving strategies or managing IT risks.
o Overseeing IT procurement:
Overseeing IT procurement to ensure that IT purchases are made in a costeffective and efficient manner.
Developing procurement policies and procedures negotiating contracts with vendors or monitoring vendor performance.
Team Management Duties:
o Coaching and mentoring team members:
Coaching and mentoring junior team members.
Providing training helping them to develop their skills and providing them with opportunities to learn and grow.
o Motivating and inspiring the team:
Motivating and inspiring the team.
Creating a positive work environment celebrating successes and recognizing team members for their contributions.
Customer Satisfaction Duties:
o Taking action to improve customer satisfaction:
Taking action to improve customer satisfaction.
Implementing new processes or procedures training staff or making changes to the way the technical support operates.
o Communicating with customers:
Communicating with customers. This may involve responding to customer inquiries providing updates on the status of their issues or resolving customer complaints.
Building relationships with customers:
Building relationships with customers. This may involve being responsive to customer needs being empathetic or being proactive in resolving issues.
Requirements
Education :
Bachelor s degree in computer science or related field.
Years of Experience:
Minimum 46 years of experience in the same field.
Certificates:
Employment Type
Full Time
