Technical Support Engineer (IT Service Centre)
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Key skills for this role
About the Role
Provide first and second level IT support, troubleshoot technical issues, and ensure exceptional customer service in a 24/7 environment.
Key Skills for This Role
Responsibilities
- Serve as the first point of contact for IT related incidents and service requests via phone, email, and ticketing systems
- Diagnose, troubleshoot, and resolve hardware, software, network, and user access issues
- Escalate complex incidents to specialized support teams while ensuring proper follow up and communication
- Provide remote and on site technical support to internal users and external partners
- Record, track, and update incidents and service requests within the ITSM system
- Adhere to established SOPs, security policies, and service management processes
- Ensure compliance with SLAs and OLAs
- Maintain and contribute to the knowledge base by documenting solutions, procedures, and troubleshooting guides
- Collaborate with application support, infrastructure, and service teams to resolve technical issues effectively
- Prepare accurate shift handover reports and incident summaries
- Monitor recurring issues, identify trends, and recommend service improvements
- Deliver exceptional customer service through professional communication, active listening, and problem solving
Requirements
- Bachelor's Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or related field
- 2 5 years of experience in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles
- Experience supporting Windows operating systems, Microsoft 365, and end user computing environments
- Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing platforms
- Basic understanding of networking concepts, Active Directory, and user account administration
- Strong troubleshooting and analytical skills
- Excellent verbal and written communication skills
- Ability to work effectively in a fast paced 24/7 support environment
Full Job Posting
Job Summary
- We are seeking a customer focused Technical Support Engineer to join our IT Service Centre team.
- The successful candidate will provide First and Second Level IT support to internal users and external partners, ensuring timely resolution of technical issues and delivering an exceptional customer experience.
- This role operates in a 24/7 shift environment and requires strong troubleshooting, communication, and service management skills.
Key Responsibilities
- Serve as the first point of contact for IT related incidents and service requests via phone, email, and ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, network, and user access issues.
- Escalate complex incidents to specialized support teams while ensuring proper follow up and communication.
- Provide remote and on site technical support to internal users and external partners.
- Record, track, and update incidents and service requests within the IT Service Management (ITSM) system.
- Adhere to established Standard Operating Procedures (SOPs), security policies, and service management processes.
- Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Maintain and contribute to the knowledge base by documenting solutions, procedures, and troubleshooting guides.
- Collaborate with application support, infrastructure, and service teams to resolve technical issues effectively.
- Prepare accurate shift handover reports and incident summaries.
- Monitor recurring issues, identify trends, and recommend service improvements.
- Deliver exceptional customer service through professional communication, active listening, and problem solving.
Required Qualifications
- Bachelor's Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
- 2–5 years of experience in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles.
- Experience supporting Windows operating systems, Microsoft 365, and end user computing environments.
- Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
- Basic understanding of networking concepts, Active Directory, and user account administration.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
- Ability to work effectively in a fast paced 24/7 support environment.
Preferred Skills
- Experience in L1/L2 technical support environments.
- Knowledge of ITIL service management practices.
- Experience with remote support tools and endpoint management solutions.
- Exposure to cybersecurity and IT compliance requirements.
- Strong customer service mindset with a focus on user satisfaction.
Key Competencies
- Customer Service Excellence
- Technical Troubleshooting
- Incident & Problem Management
- Communication Skills
- Teamwork & Collaboration
- Attention to Detail
- Time Management
- Adaptability & Flexibility
- Service Delivery Focus
- Continuous Improvement
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