IT Support Engineer

Information System Support

Responsibilities:

• Provide hardware/software/network problem diagnosis/resolution for end users.
• Route problems to internal 2nd and 3rd level IT support staff. Escalate complex problems to appropriate support specialists.
• Use the Remedy System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, emails, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose problems through discussion with users including problem recognition, logs, research, isolation, resolution and follow up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• May train users and operators on a limited basis and/or may write training procedures
• Provide all required documentation including standards, configurations, inventory and diagrams.
• Provide knowledge transfer of EUC operations

Requirements:

• Diploma/Degree in Computer Science or equivalent.
• Thorough knowledge of troubleshooting remote access issues.
• Excellent communication skills, active listening skills.
• Able to articulate and speak with clear voice.
• Team player
• Professional code of conduct.
• Must have a good understanding of the organization.
• Must have basic technical knowledge of all technology used for the business processes.
• Good email techniques(English)