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Information Technology Support Engineer
2 months ago
EUC Computing Engineer (L3) to support the business in achieving its strategic objectives. The End-user Computing Engineer (L3) is in the mid-level position in the EUC Engineers job family and is proactive in identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions.
Key Responsibilities.
- Respond to user requests for service; troubleshoot incidents and problems, develop solutions: make minor repairs to equipment and arrange for other service needs as appropriate
- Able to troubleshoot hardware/software issues with laptops and tablets
- Knowledge of AD, AAD & Windows 10,11
- Inventory Management
- Deskside and white glove support experience
- Knowledge of Intune would be a big plus.
- Manage the day-to-day incidents and service requests resolving them promptly utilizing the ITSM tool of record
- Install and support Microsoft Office applications and Office 365 software and additional approved, as needed, software
- Perform basic PC, network, and mobility troubleshooting
- Support with creating, editing, and maintaining user accounts, permissions, and passwords in Office365/Azure.
- Ability to work with Service Delivery and L3 Senior Engineers to solve the incident/request and interpret complex solutions and fixes.
- Ability to identify problems and proactively suggest ways to improve processes as applicable
- Contribute to Knowledge Base content in line with writing styles and content guidelines
- Create / Maintain / appropriate User Guides and publish updates as needed
Qualifications
- Diploma or Degree in engineering, computer science, or scientific discipline from a recognized university or college. MCSE/CCNA.
- Good working knowledge in Microsoft modern workplace and O365.
- Must have good knowledge of Azure AD and related technologies.
- Good knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet)
- Specialist technical experience, ideally within a Desktop support role of which at least 2 years must be in a support role.
- 7 to 8 years of experience providing onsite and/or remote technical support to end-users in PC and Mac environments.
- ITIL Foundation.
Skills Required
- Ability to work in a team environment or independently.
- Provides resolutions to a variety of technical problems of moderate scope and complexity.
- Communicates clearly with technical and non-technical audiences, both verbally and written.
- Strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.
- Professional attitude and demeanour.
- Skilled at setting priorities to complete tasks/projects within scheduled timeframes.
- Strong analytical skills for effective troubleshooting and problem-solving.
- Contributes to projects and milestones as per the needs of the business.
- Basic understanding of group management/administration tasks.
