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