Responsible for the development and training of interns and new IC1 and IC2 IT engineers within the IT service organization and be a point of escalation for all IC1 and IC2 support engineers. At times will be responsible for entire projects and functions, having a modest impact on the organization and projects that have a considerable impact on the results and operations of the department.
What you will do
Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
Provide high-quality and personalized IT support to the senior executives.
Support onboarding of new employees
Support and facilitate leading Major Incident and problem management processes, ensuring processes are followed, and RCAs are progressed as required.
Reporting of statistics relating to OLAs and SLAs
Define, create, and review Standards, and Procedures relating to IT services.
An active player within larger IT SME driven projects.
Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
Support the creation of engineering and customer training materials.
Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
Keep up with the latest technologies, IT Concepts, innovations and industrial standards and how it be applied to IT Service.
Demonstrates strong presentation, organization and leadership skills.
Ability to identify, own, and drive solutions to technical challenges.
What you will bring
Certified, in-depth knowledge of either Mac or PC OS environments
Certified, in-depth knowledge of one or more Microsoft Products (Win10&11, O365, Teams)
An excellent knowledge of laptops, Desktops, Printers, Mobile Phones, and peripherals with a view to providing recommendations to our standard offering.
Proficient in diagnosing and resolving Audio-Visual equipment (AV) and application issues.
Generalist knowledge of the entire OS stack.
The ability to decode a network packet trace and understand principles of IP processing.
Define, create, and review hardware standards to meet the needs of our customer base.
Comfortable working with development teams and external support providers troubleshooting complex issues.
Comfortable troubleshooting connectivity and performance issues of cloud computing environments
Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
Support and creation of engineering and customer training materials.
Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
A desire to keep up with latest technology and industrial standards and how it be applied to IT Service.
Demonstrates strong presentation, organization and leadership skills.
Ability to identify, own, and drive solutions to technical challenges.
Job Classification
Industry: IT Services & Consulting Functional Area: IT Services & Consulting Role Category: IT Network Role: Network (Support) Engineer Employement Type: Full time