Job Description

JOB PURPOSE

To provide first and second level technical support and advice for clients regarding hardware and software for one or more product areas. The IT Support Engineer is responsible for diagnosis, reconfiguration, installation, quality management, SLAs, assets management, induction programs and continues service improvements related or have a direct impact to Yahsat's internal or external customers in accordance with ITIL best practices and maintain strong customer relationships.

KEY ACCOUNTABILITIES

* Support day-to-day IT operations environment in the area of end user support, desktops, Core Applications, AV Systems and provide support to DC Operations change management, incidents and requests, escalations to 3rd party on timely manner to an exceptional levels of service in excess of business expectations. * Setup, install and test desktop software applications, desktop computers and peripherals, test network connectivity and internet browsers to ensure proper functioning of computer and software systems. * Ensures all tickets raised are accurately completed and resoled with quality and all tickets related information are populated in the tickets and ticket resolution to enhance internal and external customers feedback. * Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas which includes maintaining adequate knowledge of operating systems and application software used to provide a high level of support. * Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures. * Maintains the high energy level of self and keep up end user satisfaction by resolving their issues up to and exceed their expectation level. This includes responds and resolves all assigned tickets within agreed SLA. Manages own workload; diagnoses and fixes the issues of end user systems related to: * Operating Systems * Internet Browsers (i.e. Explorer) * MS Office & MS products (Word, Excel, PowerPoint, outlook etc.) * Local Area Network connectivity * Wireless connectivity * First Level Hardware diagnosis * Printing issues * Software Installation * PC relocation and minor changes * Peripheral device connectivity or device driver

* Maintains the high energy level of self and keep up end user satisfaction by resolving their issues up to and exceed their expectation level. * Works with third parties to resolve various technical issues, support, test and run IT related projects, maintain up to date IT assets and procurements. * Maintain and support all aspects of Yahsat's ticketing system solution and all related IT software and solution that impacts the internal and external customers directly such as but not limited to AD, Exchange, Office365, Teams, Exchange, Mobile Device Management, Nexthink, Service Desk and Desktop central etc. * Within the wider team, contribute to troubleshoot end user computing environment, systems and applications to identify and correct malfunctions and other operational problems while assist with all matters relating to planning, designs, projects, procurements, migrations, test that have an end goal of acceptance into Operations.

CORE-SKILL COMPETENCIES

* Team player with Team Leader skills; * Excellent customer care skills; * Ambitious and motivated; * Ability to suggest and implement improvements across the teams and technologies; * Strong decision-making ability * Ability to work under pressure * Strong Communication skills (writing and reporting)

EDUCATION AND EXPERIENCE REQUIREMENTS

* Bachelor's degree in IT * Minimum of 5 years' experience in IT Support in a large organization * ITIL v3 fundamentals * Experience in Telecommunication industry * Microsoft certification, CISCO certification is advance