Senior Support Engineer

Crescent Petroleum

Major Functions

• Primary responsibility will be to handle support calls from employees of Crescent Petroleum and/or its various affiliate companies.
• This includes hardware (laptops, desktops, smartphones, printers, etc.) and software (Operating System, Applications including but not limited to MSOffice Suite, Mobile Apps, etc.) support.
• Support Calls will be handled by phone, in person or remotely. All Support calls will have to be logged into the IT ticketing system and closed in a timely manner as per predefined SLAs.
• Will provide Level 2/3 IT support to all users. (must)
• Will work closely with the Senior Systems Engineers and provide administrative support on servers such as SharePoint, File servers, etc. when required.
• Will handle the installation and configuration of servers and server applications in conjunction with the Senior Systems Engineers when required.
  
  

Primary Duties & Responsibilities

ESSENTIAL FUNCTIONS

User Support Administration

• Respond to requests for technical assistance from users within the organization in person, via phone or remotely.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate situations as required.
• Perform routine hardware and software installations on desktops, laptops and/or smartphones.
• Troubleshoot Email related issues on client devices.
• Provide Level 2/3 IT support for all users.
• Provide prompt and quick service to users.
• Provide orientation on IT products and technologies in use in the organization to new staff.
• Provide Support and assistant to System Engineers and IT Managers when required in setting up for troubleshooting servers and/or server applications.
  
  

Reporting and Working Relationships

• Reports to the Manager, IT Infrastructure.
• Liaises and coordinates with the Senior Systems Engineers to resolve issues/problems facing users
• Liaises with external suppliers to secure IT products and services.
• Exhibits and maintains an excellent relationship with all Crescent staff.
  
  

Continuous Improvement of Position

• Ensure that for every issue that is escalated, he/she follows up with the concerned Senior Systems Engineer so that they are informed on how the issue was resolved. He/she should then be able to handle similar issues themselves in future. In this way they will ensure that they are continuously learning and adding to their experience and skillset.
• Conduct regular research on contemporary IT practices particularly those related to user devices such as laptops, desktops, smartphones, printers, scanners, etc. Recommend subsequent actions.
  
  

Reporting and Working Relationships

• Reports to the Assistant Manager, IT Infrastructure on the issues/problems facing users.
• Liaises with external suppliers to secure IT products and services.
• Exhibits and maintains an excellent relationship with all Crescent staff.
  
  

Continuous Improvement of Position

• Conducts regular research on contemporary IT practices particularly those related to IT helpdesk administration. Recommends subsequent actions
  
  

Required Minimum Qualification & Experience

• Bachelor s degree in information technology or equivalent discipline
• 10-12 years experience in IT user support or help desk environment.
• Additional Microsoft certifications such as Microsoft Modern Desktop, Microsoft Office Specialist, A+, etc. will be an advantage.
• Experience with Microsoft Office 365 will be an advantage.
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