Vacancy expired!
Helpdesk Support Engineer
Job brief
We are looking for a Helpdesk Support Engineer to provide on-site level 1 and level 2 assistance to our client base. You will diagnose and troubleshoot software and hardware problems and help our employees install applications and programs.
An excellent Helpdesk Support Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give employees quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact employee via phone and/or provide clear, written instructions and technical manuals.
To be qualified for this role, you should have a minimum of 1 year work experience in supporting Microsoft, Cisco, Linux or similar software applications, certification in these products is a plus. If youre naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, wed like to meet you.
Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities
Serving as the first point of contact for employees seeking technical assistance
Performing local and remote troubleshooting through diagnostic software, techniques and questions
Taking ownership of employee issues reported and seeing problems through to resolution of software and hardware issues
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues including account setup and network configuration
Following standard procedures for proper escalation of unresolved issues to the appropriate support teams
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
Properly escalate unresolved issues to appropriate support teams
Provide prompt and accurate feedback to management and employees
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
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain excellent working relationships with the employees
Requirements
Determine the best solution based on the issue and details provided by the employee
Walk the employee through the problem-solving process
Direct unresolved issues to the next level of support personnel
Ability to diagnose and troubleshoot basic technical issues
Ability to provide step-by-step technical help, both written and verbal
Pass on any feedback or suggestions to the appropriate support team
Identify and suggest possible improvements on procedures
Proficiency in English
Excellent problem-solving and communication skills
Employee-oriented and even-tempered
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices, office automation, databases and computer peripherals, be proficient in initial trouble shooting of printer, scanner and including plotter
Familiarity with remote desktop applications and help desk software (eg. Zendesk, Kaseya)
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Able to travel to jobsites
Active Directory management
Mobile Device management and Air Watch to manage IPhone and IPad
Sharefile system or similar technology
VOIP (Shoretel, Cisco, etc)
Project Sales Achiever or similar software
Microsoft Office Suite
Vacancy expired!