Service Desk Engineer at Alfred & Victoria Associates

Job Objective

• As Service Desk Engineer you will act as the first point of contact for Managed Service customers to report issues and faults relating to their service.
• The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the company’s specialist teams to investigate and resolve.
• Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Company while providing timely updates and ensuring the fault is given the correct level of priority and attention.

Responsibilities

• Responsible for managing Service Desk communications with end to end support.
• Responsible for Incident Handling, Service Requests and Escalation Management.
• Responsible for mentoring junior service desk engineers
• Responsible for incident, requests, escalation management.
• Managing Incidents, Requests, Problems & IMAC
• Support the following technologies: Windows 10, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration.
• Professional and proactive approach in resolving End User issues.

Academic Qualification

• BSc / HND in Computer Science / Engineering or other related courses.

Professional Qualification:

• Cisco certified network associate (CCNA)
• Microsoft certified solutions associate (MCSA)

Experience:

• 4-6 years experience in supporting the latest versions of at least one of the operating systems, such as Windows or macOS or Unix/Linux.

Key Skills & Competencies:

• Excellent customer service skills, the ability to articulate solutions clearly and confidently to end-users.
• A high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.
• Must be able to demonstrate a customer-first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during phone-based tech support and potential onsite visits
• Solid writing skills to document work completed and create/maintain IT documentation for clients
• Comfortable working with a variety of clients, other techs, and HW/SW vendors
• Energetic, able to switch gears quickly from job-to-job / task-to-task.

Salary

• Very Attractive.