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System Support Engineer

IT Support 247

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Responsible for providing specialist IT Service Desk Support to carry out high quality investigative, diagnosis and test procedures to resolve IT incidents working to KPI's and SLA targets while keeping a high level of customer satisfaction.
You will be providing support to our key workers in an IT service desk environment.
To be adaptable and have a positive approach to change and change management techniques, to improve efficiency of the department and overall company performance.
To build and support Desktop PCs, Laptops, Smartphones and resolve requests and incidents.
To ensure that users are fully supported in their day-to-day use of IT and to perform installations of IT equipment.
To support the provisioning/deployment of new equipment and users including account creation and password resets.
To provide support for projects which will include installations, moves and changes of devices and the software on those devices.
To assist with stock maintenance including preparing equipment for delivery to the end user, receipting goods, storing equipment, disposing of redundant hardware, and requisitioning.

Technical skill set:

Role:

Ability to deal with various types of calls from colleagues and Clients.
Keeping colleagues updated on the progress of their tickets.
Managing your personal Engineer queue to ensure all your tickets are progressing.
Escalating tickets within a good time if they need more Technical focus..
Ability to take ownership of tickets
Ability to work under pressure
Working to schedules & set deadlines
Meeting the set Service desk Objectives consistently
Adaptive and able to learn new things quickly

Requirements:

BS degree in Information Technology, Computer Science or equivalent
Proven working experience in enterprise technical support, IT support or as a technical engineer
In-depth knowledge in the product that the technician is supporting.
Strong problem-solving skills
Excellent written and verbal communication skills