IT Customer Support Engineer

Job description

Main responsabilities :

ASSET MANAGEMENT

• Ensures Assets are tracked and recorded per current IS policies
• Develop / maintain inventory on all assets
• Technology asset procurement
• Maintain accurate lists of software licenses / hardware maintenance contracts
• Quarterly review / reconciliation of asset lists
• Disposal of assets
• Report on all activities / KPI's on a monthly / weekly basis

CUSTOMER SUPPORT
• Identifies and initiates resolutions to user problems and concerns associated with desktops, laptops and workstations.
• Accurately logs problems and their associated resolutions into the standardized support center / help desk application.
• Proactive resolution on inquiries / customer issues concerning the current technical platform
• Maintain Infrastructure and Information Systems standards in a consistent way across the location
• Ensures Assets are tracked and recorded per current IS policies
• Ensure that any issues related to Standards are reflected back to the owning group.
• Ensure that Virus Protection and Patch Management is maintained across the location, per regional / global IS policies

• Assists with the planning and implementation of PC hardware and software in compliance with IS policies

• Ensure printers are managed and maintained per current service levels
• Ensure site server rooms are managed and maintained in accordance to company policies and standards.
• Provides user with training and communications on IS policies, procedures and technology.
• Provides / facilitates knowledge transfer as required.
• Ensures a high level of client satisfaction and service level agreements are achieved to the best of their ability.
• Assists with the management of projects on site as required.
• Stay up to date with technical developments (internal corporate processes and procedures and current technology trends)
• Other activities as assigned by supervisor

Desired profile

Qualifications :

Ideal candidate:

- Bachelor's Degree in Computer Science, Information Systems or other related field
- Between 0 and 1 year relevant experience in IT infrastructure Service delivery or IT Service Desk environment
- Good knowledge on Support processes
- Good knowledge on Workstation support
- Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
- Basic understanding of the voice systems
- IT Service Management Tools like Remedy, Service Now is a plus

SKILLS
- Technical Skills
- MCP (Optional) or CCNA (Optional )
- ITIL Awareness V3(plus)

SOFT SKILLS

- Strong Customer orientation skills
- Highly organized, reliable and task oriented
- Self-starting
- Ability to deal with stress of competing priorities and diverging interests within the same immediate time frame
- High energy level and be able to effectively work with various cross functional teams
- Excellent written and verbal English communication skills
- Strong inter-personal skills
- Candidates must have the ability to manage multiple priorities concurrently
- Must possess a disciplined approach and commitment to delivering on Service Level Agreements (SLA's)
- Strong analytical approach to problem solving and solution development
- Willingness to adhere to a standard global process model