Senior IT Engineer

The IT Engineer provides technical support, troubleshoots and resolves simple technical issues, and responds to help requests. He installs computer hardware, repairs software and runs diagnostic programs. He documents service repairs and trains users as needed. He displays willingness to learn and is committed to provide service level excellence in everything that he does. He is able to articulate effectively and works well within a team.

Responsibilities:

• Handle PC support and troubleshooting for both software and hardware
• Diagnose and resolve simple technical issues on printers, network and server
• Identify and escalate situations requiring urgent attention
• Resolve issues through the ticketing system on first touch whenever possible
• Ensure faults are progressed and cleared within agreed Service Level Agreements (SLAs)
• Participate in projects when required

Requirements:

• Diploma in an IT-related discipline
• 3 to 4 years of experience in an IT Support Environment
• Excellent problem solving, communication and interpersonal skills along with patience, a customer-friendly attitude and the ability to work in a team environment is preferred
• Knowledge of computer hardware, software, printer and basic LAN/WAN troubleshooting, maintenance and service
• ITIL certification or basic understanding of ITIL methodology is an added advantage