Engineer

Technical Support Analyst Brief Objective of the Role: Provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements. Ensuring that the company’s values are demonstrated in all day-to-day activities in order to meet business needs.

Key Responsibilities:

• Facilitating problem solving and collaboration.
• Helping to ensure group wide discussions and assisting with the decision-making process to bring issue to closure.
• Producing updates and reports on all issues and activities to management.
• Provide 1 st line IT support using service desk and monitoring systems.
• Offer troubleshooting, support, and fixes for client IT equipment or network failures.
• Maintain records of hardware and software inventory.
• Provide phone, email or in-person support.
• Configuring, installing, supporting, troubleshooting and repairing staff members’ workstations, printers, mobile devices, audio, and video and office equipment.
• Run daily production batches (for indices and analytics tool)
• Monitor and fix vulnerabilities on endpoints.
• Assisting other members of technical staff with installation and support issues when requested.
• Create documentation of system administration procedures for routine and complex tasks.
• Edit computed based documentation and trouble ticket systems to track changes and problems.
• Create Standard Operating Procedure documents.

Job Requirements Qualifications:

• Bachelor’s degree or technical degree in Computer Science, Information Technology or related field. Other technical courses will be valued as well.
• Oral and written knowledge of English at an advanced, fluid level.
• 2-5 years’ experience working on Server, Desktop and Help Desk support.
• MCSE is a plus.
• Knowledge of ITIL®.
• Familiarity with Microsoft 365 environment.

Skills and Abilities:

• Teamwork skills and the ability to be perceived as a positive contributor.
• Demonstrated willingness to go beyond the normal job requirements.
• Ability to develop positive relationships with key stakeholders and staff members.
• Ability to execute support for junior staff to senior management, with a focus on excellence and service improvement.
• The ability to complete all tasks and projects in a timely manner.
• The ability to conduct themselves in a professional manner towards staff members and co-workers (accountability, use of good judgment, provide proper follow-up).
• Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities.