IT Support Engineer

To provide Desk-side computer hardware, software, and peripherals support to Users and Corporate Customers in line with Service Level Agreements and Company policies.

Primary Responsibilities, Authorities & Accountabilities:

1. The processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
2. Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
3. Maintains records and advises relevant persons of actions taken.
4. Works under general direction. Uses discretion in identifying and resolving complex problems and assignments.
5. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level.
6. Performs a broad range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to problem definition and resolution.
7. Understands and uses appropriate methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Takes the initiative in identifying and negotiating appropriate personal development opportunities.
8. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation and procedures.
9. Absorbs and applies technical information. Works to required standards. Appreciates the wider field of information systems, and how own role relates to other roles and to the business of the employer or client.
10. Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system.
11. Matches unresolved incidents against existing problems, known errors and other incidents.
12. Assists with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, change management, configuration management and asset management functions.
13. Supports service level management in monitoring the impact of problems on agreed service levels.
14. Produces reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Takes agreed actions relating to problem investigation and resolution within the allotted timescales.
15. Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
16. Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
17. For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.

Key Performance Indicator:

1. Ensure compliance to HSES policies and procedures as applicable.
2. Ensure compliance to Information Security policies and procedures as applicable.
3. Ensure IT services are available to users by meeting the SLA set by the management.