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Customer Dedicated – Desktop Engineer

Free State Market Related
Sector: IT / Computers / Software
Posted: Tuesday, 29 March 2022





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Job Details

An IT solutions company are looking for an Operations Support Engineer to focus on the smooth running of our customers environment, ensuring that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

  • Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
  • To ensure all requests meet or exceed the contractual Service Level Agreements.
  • Always maintain high customer-care levels.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
  • Onsite desktop related support at customer locations.
  • Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
  • Work and travel onsite at the customer locations and roam between sites as required.
  • Escalating calls to senior engineers or management as appropriate.
  • Liaison with internal departments, vendors and suppliers where required.
  • To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
  • To ensure all requests meet or exceed the contractual Service Level Agreements.
  • Always maintain high customer-care levels.
  • VIP End User Support.
  • Implement routine Change Requests.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
  • Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
  • Assist with the implementation of Customer projects, internal support projects or support administration tasks.
  • Ad-hoc duties as required.
  • Adhere to delivery of standard reporting packs

REQUIREMENTS              

  • Graduate or qualified by experience.
  • CompTIA A+
  • CompTIA N+ (preferable, not mandatory)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • MCSA Windows 10

 

2+ years’ experience in:

  • Technical desktop support in a end user environment.
  • Advance working knowledge of MS Office & Windows7/8/10 and Office 365 products
  • Experience in troubleshooting and administering Video conferencing equipment.
  • Experience of configuring, troubleshooting and administering office printers.
  • Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
  • Experience in performing VIP Desktop support.

Additional Skills/Attributes:

  • A high command of the English language both written and verbal is essential.
  • Self-motivated with the ability to work unsupervised.
  • Attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
  • Possess proficient analytical and decision-making skills.
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns.
  • Proficient relationship building skills – predict customer behaviour and respond accordingly.
  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
  • Good communicator with the user environment.
  • Dynamic but aware of the views and feelings of others.
  • Able to operate as a good team player.
  • Drive and Energy.
  • Demonstrate clear purpose, enthusiasm, and commitment.
  • Full driving licence