Job Description

Role Description:

-The Support Engineer is a key part of the company service framework providing end to end management of tickets and service requests reported by the customer.
-Assist users onsite and in person
-Setup IT hardware for training and examination centres
-Manage Tickets and Requests
-Receive and record all calls from our customers
-Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
-Assist with customer onboarding projects and migrations
-Monitor and escalate Tickets according to the customers SLA
-Keep users informed on status and progress of their Tickets
-Aid customer retention and satisfaction
-Help to improve efficiency, processes, documentation, and automation.
Qualifications

-A+
-N+
Experience

-1 to 3 years experience as a IT desktop support technician.
Technical skills

-Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.
-Good working knowledge of networks, routing & switching.
Soft Skills

-Customer focused, with an analytical approach with good questioning & listening skills
-Excellent verbal and written communication skills suitable for an international audience
-A confident team player with a positive can-do attitude
-Fanatical attention to detail
-An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
-Dependable, hardworking and self-motivated.

ExecutivePlacements.com