IT Technical Support Engineer

Key Responsibilities

• Focus on ensuring all lines of support for more complex incidents, requests, events, and problems through the effective coaching and training of IT Technical Support Engineers.
• Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational.
• Ensure that the software is installed and configured in line with business requirements.
• Proactively identify problems, events, incidents, and errors prior to or when they occur.
• Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management.
• Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Report and escalate complex issues to 3rd party vendors.
• Provide continuous feedback to clients, affected parties and update all systems and portals as prescribed by standard procedures.
• Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Update incidents, requests, problems, and events with progress and resolution details.

Qualifications and Experience

• Bachelor’s degree or relevant qualification in IT/Computing, or a related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.
• Seasoned experience in diagnosis and troubleshooting within an IT Technical Support role at 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, including Secure Print, MS Azure, Meeting Room Technologies, and Microsoft 365.

Skills and Competencies

• Ability to explain procedures and technical details to both technical and non-technical audiences clearly.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Strong ability to plan activities and projects well in advance and adapt to changing circumstances.
• Proficiency in active listening techniques (paraphrasing, probing for information).
• Client-centric approach, placing the user at the forefront of all interactions.
• Commitment to staying up to date with the latest IT technology, trends, and best practices.