End User Support Engineer

Job Purpose

Operational

• Take a lead to provide immediate fix whenever user incidents are identified or reported.
• Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA’s, and maintenance schedule.
• Any special assignment from line manager or IT senior management.
• To provide technical support; answering support queries via phone, email and fax.
• Installation, configuration or upgrade of end user device’s, like” PC’s Laptops, Tablets, Mobiles…
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• To log all calls on the call logging system.
• Respond to enquiries from clients and help them resolve hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of Computer equipment by providing necessary training and advice.
• To allocate more complex calls to the relevant IT Support member.
• To arrange for external technical support where problems cannot be resolved in house
• To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame.

Experience

• Education Degree: Minimum Bachelor’s degree in Computer Science, Computer Engineering or equivalent.
• Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.
• Preferred professional certifications: ITIL
• Experience
• 3+ years of IT infrastructure experience with a focus on end user support management
• Solid understanding of technical application support and application security concept and requirements
• Good knowledge of TCP/IP, FW, networking protocols and security concepts.
• Good knowledge and experience in end user support frameworks
• Excellent telephone etiquette and using call logging software.
• Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications, like: AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.
• Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
• Good Knowledge of PC, laptops, tablets and mobile hardware set-up and configuration.