IT Support Engineer

Job Description
· Dealing with incoming faults in a professional, courteous manner over the phone and via email

· Taking ownership of faults and managing them in a logical and methodical manner

· Correctly logging incidents, categorizing and prioritizing them in line with team procedures

· Conducting full and through diagnostics with end users to enable the first point of contact incident resolution

· Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate

· Managing incidents through their entire lifecycle from the first point of contact through resolution, proactively keeping the customer informed of progress

· Maintain and develop own knowledge and skills to assist with first-time incident resolution

· Identify and escalate repeated issues or service risks to the Incident lead and Level2 teams

· Sharing knowledge with team colleagues

· Manage a number of scheduled tasks for customers, designed to ensure that the customer's systems remain operational Skills & Experience

· Escalate Incidents at risk of breaching the Service Level Agreement to the Incident lead or operation manager.

· 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 service desk processes and operational environment

· Flexible and willing to work outside core business hours as required Technical Knowledge

Desired Candidate Profile
· Bachelor’s degree in computer science, information technology, computer science, engineering, or related field

SKILLS/EXPERIENCE:
Be qualified for at least one of the following levels

· Cisco certified network associate (CCNA)

· Microsoft certified solutions associate (MCSA)

· Fortinet certified network security administrator (FCNSA)

· Red hat Certified system administrator (RHCSA) or equivalent