The role of the IT Support Engineer will involve managing users and dealing with various IT related issues. The IT Team is often called into resolve issues that may be need a near instant troubleshooting skills to resolve major production stoppages. This is where great troubleshooting and diagnostics skills are required to quickly resolve the issues and get production back up and running. Issues could include diagnosing failing disks so the Tech team can arrange to change it without major downtime. You would also be involved in giving advice on machine purchases for R&D Projects and helping out with Hardware purchase advice. You would also be involved in troubleshooting issues on R&D projects. The IT Team would also help out the IS team with Switch upgrades and other Hardware upgrades on site.
The Engineer will provide system level support to multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems on a 24/5 roster system.
Key Responsibilities:
- Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
- Ensure strict adherence to SLA when dealing with customer tickets/calls.
- Installing, configuring and troubleshooting of IT related software and hardware.
- Highlight any anomalies on our customer sites raising a service ticket and escalate using the correct escalation procedures.
- Perform routine day to day system security checks and backups and produce status reports.
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times.
- Work with other technical staff to ensure connectivity and compatibility between systems.
- Record and maintain hardware and software inventories, site and/or server licensing and user access and security.
- May be required to provide technical training to customers - systems administration and end user.
- Maintain confidentiality with regards to the information being processed, stored or accessed.
- Other ad hoc duties as required.
- IT qualifications desirable.
- Active Directory.
- Microsoft technologies.
- Appropriate level of competence in documented technical skills.
- Industry standard accreditation's desired.
- Microsoft Operating Systems.
- Microsoft Applications / WSUS.
- McAfee Encryption.
- Anti Virus/spyware/malware applications.
- Networking principles - TCP/IP.
- Industry Standard Troubleshooting Procedures.
