IT Service Engineer

Overview

Overview:

An IT Service Engineer is responsible for providing technical support and assistance to end-users within an organization. They are tasked to be the first point of contact for a user when it comes to service requests or incidents. The ideal candidate for this role should possess excellent problem-solving skills, strong communication skills, and the ability to work both independently and as part of a team.

Responsibilities

Responsibilities:

• Operate the day to day IT Service Desk to our employees through emails and online ticketing system.
• Monitors and track incidents, service requests in IT ticketing system. Responsible for dispatching and escalating tickets to next support level, as per the internal guidelines.
• Continuous monitoring and forward movement of end-user issues until they are resolved.
• Provide assistance to users regardless of their geographical location.
• Performing any other IT related duties including on-demand project.
• Prepare report as request by management.
• Additional duties may be assigned within the Service Desk area of responsibility.
• Proactive identification of weak points and potential sources of error.
• Undertake additional duties within the Service Desk area of responsibility as assigned.
• Proactively identify weak points and potential sources of error to prevent future issues.
• Independently prioritize and process incoming requests, actively contributing to secure and stable IT operations.
• Ensure all documentation and information are accurate and up-to-date.
• Develop and refine processes and guidelines for clarity and efficiency.
• Enhance IT support and operations by improving quality and standards.

Qualifications

Qualifications:

Desired Skills and Experience Education & certifications:

• Educated to Diploma level (preferred) in a Computer Science subject or related equivalent

Work Experience:

• Some working knowledge in an IT Support Organization
• Preferably 2-4 years of related working experience
• Experience in handling different level of end users
• Experience in handling user request and communicate expectation.

Personal & organizational Skills:

• Good problem-solving skills.
• Good communication skills, written and verbally across all level of the business
• High analytical problem solving and troubleshooting skills
• Excellent task management skills
• Customer Service focused
• ITIL foundation certification
• Language: English – fluently, both written and verbal

Technical Skills:

• Working knowledge of Active Directory
• Working knowledge of Microsoft Technology in General
• Working knowledge of Windows Operating System
• Working knowledge with ITSM and remote tools (TeamViewer)
• Excellent Administration and Reporting