Job Description

Job Title Support Engineer

Description

Dealing with incoming faults in a professional, courteous manner over the phone and via email Taking ownership of faults and managing them in a logical and methodical manner Correctly logging incidents, categorizing and prioritizing them in line with team procedures Conducting full and through diagnostics with end users to enable first point of contact incident resolution Ensuring all incidents are progressed & cleared within SLA - escalating to other internal and external teams as appropriate Managing incidents through their entire lifecycle from the first point of contact through resolution, proactively keeping the customer informed of progress Maintain and develop own knowledge and skills to assist with first time incident resolution Identify and escalate repeated issues or service risks into Incident lead and Level2 teams Sharing knowledge with team colleagues Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational Skills & Experience Escalate Incidents at risk of breaching Service Level Agreement to the Incident lead or operation manager.The ability to liaise and communicate confidently and professionally with customer representatives at all levels Natural aptitude for trouble shooting & problem solving Have solid experience in service desk processes and operational environment Flexible and willing to work outside core business hours as required Technical Knowledge Job RequirementsBachelor's degree in computer science, information technology, computer science, engineering, or related fieldBe qualified to at least one of the following levels Cisco certified network associate (CCNA) Microsoft certified solutions associate (MCSA) Fortinet certified network security administrator (FCNSA) Red hat Certified system administrator (RHCSA) or equivalent

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