About the Role
As an IT Technical Support Engineer, you will be a seasoned subject matter expert responsible for providing a vital service to internal clients to ensure that the IT infrastructure and systems remain operational. This role involves proactively identifying, investigating, and resolving complex technical incidents and problems to ensure seamless service restoration for clients, managing incidents until they are resolved.
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Key Responsibilities
- Focus on ensuring all lines of support for complex incidents, requests, events, and/or problems through effective coaching and training of IT Technical Support Engineers.
- Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational, aligning software installations with business requirements.
- Proactively identify problems, events, incidents, and errors before or when they occur.
- Foster good relationships with stakeholders including vendors, carriers, and colleagues.
- Resolve calls and identify the root cause of incidents, events, and problems for proactive future management.
- Ensure efficient and comprehensive resolution of incidents, problems, events, and requests.
- Report and escalate complex issues to third-party vendors.
- Provide continuous feedback to clients and affected parties; update all systems and portals according to standard procedures.
- Support the service desk by receiving calls and handling incidents, problems, requests, and events as needed.
- Ensure resolution and recovery of incidents according to relevant processes and service level agreements.
- Update incidents, requests, problems, and events with progress and resolution details.
- Perform any other related tasks as required.
To Thrive in This Role, You Need To Have
- Ability to communicate effectively and capture all pertinent details when required.
- Skills to explain procedures and technical details to both technical and non-technical audiences in a concise manner.
- Excellent interpersonal skills to foster and maintain solid stakeholder relationships.
- A passion for achieving or exceeding expectations.
- Excellent written and verbal communication skills.
- Ability to plan activities and projects in advance, considering possible changing circumstances.
- Capacity to perform well in a pressurized environment.
- Proficiency in active listening techniques, such as paraphrasing messages for understanding and probing for additional information.
- Client-centric mindset, prioritizing client requirements for a positive overall experience.
- Up-to-date with 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
- Extensive experience in diagnosis and troubleshooting within an IT Technical Support role in a large ICT organization.
- Proven experience collaborating closely with various internal and external stakeholders at different business levels.
- Technical expertise in diverse technologies, including but not limited to Secure Print, MS Azure, Meeting Room Technologies, and Microsoft 365.
Workplace Type
On-site working.
