Job Title

End User Support Engineer

Business

Retail

Job Purpose

To provide service desk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services.

Assist end user with hardware and software problems via phone, email, or visiting them to understand and resolve the problem.

Principal Accountabilities

Operational

• Take a lead to provide immediate fix whenever user incidents are identified or reported.
• Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA\'s, and maintenance schedule.
• Any special assignment from line manager or IT senior management.
• To provide technical support; answering support queries via phone, email and fax.
• Installation, configuration or upgrade of end user device\'s, like\xe2\x80\x9d PC\'s Laptops, Tablets, Mobiles\xe2\x80\xa6
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• To log all calls on the call logging system.
• Respond to enquiries from clients and help them resolve hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of Computer equipment by providing necessary training and advice.
• To allocate more complex calls to the relevant IT Support member.
• To arrange for external technical support where problems cannot be resolved in house
• To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame

Additional Principal Accountabilities

Experience

Education

• Degree: Minimum Bachelor\'s degree in Computer Science, Computer Engineering or equivalent.
• Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.
• Preferred professional certifications: ITIL

Experience

• 3+ years of IT infrastructure experience with a focus on end user support management
• Solid understanding of technical application support and application security concept and requirements
• Good knowledge of TCP/IP, FW, networking protocols and security concepts.
• Good knowledge and experience in end user support frameworks
• Excellent telephone etiquette and using call logging software.
• Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications, like: AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.
• Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
• Good Knowledge of PC, laptops, tablets and mobile hardware set-up and configuration.

ENOC