The successful candidate will join our team as a Service Desk Engineer in the IT Department. (S)He will report to the Business Support Lead and will assist in the delivery of fast and useful first-line technical assistance on all AT applications and service desk tools. Also, communicate effectively with all stakeholders during incident management by understanding the problem and explaining its solution.
Key Responsibilities
Provide expert networking assistance, ensuring connectivity and resolving network-related issues.
Conduct daily checks on IT systems, monitoring performance, security, and backups for optimal efficiency.
Offer hardware and printing services support, resolving hardware issues, and coordinating with vendors for upgrades.
Administer Active Directory, handling account creation, password resets, and user management.
Ensure compliance with security policies and implement necessary AD adjustments.
Serve as the primary Office 365 administrator, managing user accounts, licenses, and access permissions.
Configure and optimize O365 applications such as Exchange Online, SharePoint, and Teams.
Tailor IT support services to meet the specific needs of each regional shop.
Ensure efficient user account creation, aligning with organizational requirements and security protocols.
Maintain open and regular communication with regional shops, providing updates on IT initiatives and offering ongoing support.
Required Qualification and Experience
Extensive experience in same or similar position.
Microsoft Certified Professional
ITIL certification is an advantage.
Bachelor’s degree in computer science engineering (or related technical discipline)
2-4 years of relevant experience in end-user support technical customer support with a strong customer interaction experience
Good debugging skills
CORE COMPETENCIES:
Passion to be a part of a hardworking and winning team.
Willing to work in a 24×7 environment and provide weekend coverage.
Ability to multitask in a fast-paced environment.
Excellent ability to learn and articulate software-related and technical concepts.
Strong active listening skills and excellent written and oral communications skills
Excellent Customer Service Orientation
Strong attention to detail when communicating with customers (verbal & written)
Ability to empathize with customers and convey confidence.
Strong documentation skills
Working knowledge of SQL, Java related technologies
Familiar with working on Windows 2003/Windows 2008, or Linux-based distributions (preferably within a hosting environment)
A keen interest in networking and WAN technology
Must be able to demonstrate a customer-first approach to support.
The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
Natural aptitude for troubleshooting & problem-solving.
Have solid experience in a helpdesk or technical support environment.
Highly organized and able to work on own initiative to complete the range of tasks required.
Flexible and willing to work outside core business hours as required.
Must also be customer-oriented and patient to deal with difficult users.
