IT Support Engineer

EuroTech ME

Key Responsibilities:

• Install end-user software (licensing validity and availability checks)
• Deployment of new applications (and/or upgrades) and follow-up
• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2 nd level, 3 rd level and vendor
• Install, upgrade, support and troubleshoot operating systems on Laptops (Windows 10), Microsoft office products and any other authorized desktop applications
• Troubleshoot email issues (Exchange server/Exchange online)
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Call center system support
• Mobile management enrollment and activation
• Shared folders permissions management
• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR when working from home or if desired by the management from the office
• Conduct remote troubleshooting
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk or Field support to other teams in 2 nd level (Applications team and Field Support team) and 3 rd level (Infrastructure and Production teams)

Operational & Technical Responsibilities:

Security:

• Ensure full compliance with the Information Security policy and procedures
• Review encryption and antivirus definition status and remediate any issues
• Administrative Privileges management
• Ensure that all provided laptops have the necessary physical security measures
• Scan computers for virus infection
• Provide physical access to staff and visitors as necessary.

Network and Telecom:

• Troubleshoot end-user internet issues
• Local area network and Ethernet connections support
• Wireless network access basic support
• Headset phone and softphone setup for call centre staff and roaming users
• VPN configuration and troubleshooting

Key Skills:

Communication and Soft Skills:

• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity always challenging the status quo and find better ways to complete tasks
• Conflict Resolution ability to resolve problems and complex situations
• Active listening and empathy ability to listen and understand users to address their needs
• Team player ability to work with a team and influence a positive collaborative culture
• Ability to prioritize workload appropriately based on the impact on the business