IT Support Engineer_L9R9YW84

Roles and Responsibilities:

- Research and identify solutions to software and hardware issues

- Diagnose and troubleshoot technical issues, including account setup and network configuration

- Ask customers targeted questions to quickly understand the root of the problem

- Track computer system issues through to resolution, within agreed time limits

- Talk to clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue

- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

- Provide prompt and accurate feedback to customers

- Refer to internal database or external resources to provide accurate tech solutions

- Ensure all issues are properly logged

- Prioritize and manage several open issues at one time

- Follow up with clients to ensure their IT systems are fully functional after troubleshooting

- Proactively work with the wider Technology Department team, contributing to the delivery of the ICT Plan.

- Escalate issues to other members of the Support team, Network/Systems Administrator or IT Manager as needed.

- Undertake other activities or tasks as directed by the IT Manager.

- Respond to requests for help, and provide training for staff and students, in a way which fosters confidence and literacy with technology.

- Support the ICT Service Desk by responding to tickets, answer phone calls and walk-ups, physically visiting staff and students, and other administrative tasks as needed. Creation, maintenance, and support of Parent Portal Accounts.

- Follow and proactively contribute to the policies and procedures of the Technology Department.

IT Skills and Experience

- Computer OS/Peripherals troubleshooting

- Handling Different PC Operating Systems ( Windows 7/8 and 10)

- Performing Hardware Software Installation ( understanding of deployment tools like SCCM)

- Basic knowledge of SOE and group policies

- Printer support

- Good knowledge of MS Office tools installation & troubleshooting

- Excellent customer service and people skills

- Field experience supporting a variety of technologies and services

- Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems

- Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

Personal Attributes:

- Excellent End-user computing skills.

- Good knowledge of Infrastructure support.

- Strong analytical and problem-solving capabilities

- Well organized and extremely detail-oriented

- Strong customer service ethic and great communication skills, both oral and written

- Passionate about delivering quality no matter what you are doing

- Can work both independently and in a collaborative team-oriented environment

- A self-starter, motivated to push the limits and think outside of the box

- Fondness for solutions that are simple, elegant, and effective

- Ability to work with and maintain confidential information

In-depth knowledge of:

- Windows OS (e.g. XP, Vista, Windows 7, 10)

- Microsoft Office applications

- PC Laptop hardware

- PC Laptop peripherals, including printers

- Mobile devices

Basic knowledge of:

- Active Directory

- Exchange

- Apple OS

- SCCM

Originally posted on Himalayas