IT Technical Support Engineer

Key responsibilities:

• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
• Proactively identifies problems, events, incidents, and errors prior to or when they occur.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates complex issues to 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Updates incidents, requests, problems, and/or events with progress and resolution details.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Academic qualifications and certifications:

• Bachelor’s degree or relevant qualification in IT/Computing, or related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.

Required experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.