IT Support Engineer

Responsibilities:

1. Manage the performance of services to customers.
2. Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
3. Ultimate responsibility for ownership of all customers’ incidents or logged service requests.
4. Track the incidents to conclusion in line with SLAs and quality standards.
5. Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations.
6. Provide information about incidents analysis and KPIs.
7. Build services relationship with customers and conduct service reviews for key customers.
8. Review performance reports, service improvements, service quality and processes.
9. Provide management and performance reports.

Requirements:

1. Strong technical knowledge of Windows 7/10, XP and Active Directory, Mac OS. Knowledge in Unix/Linux.
2. Experience in installing and deploying PC hardware and software in a professional setting.
3. Ability to support Microsoft Office products and Microsoft Outlook/Exchange or Lotus Notes.
4. Understanding of and willingness/ability to expand your knowledge of network designs and related support issues.
5. Cisco networking skills/experience will be an advantage.
6. Relevant industry certifications (i.e. CCNA, MCITP, MCDST etc.) will add value to your application.
7. Ability to communicate in a highly professional manner with users, internal/external customers and business partners.
8. Excellent troubleshooting and problem resolution skills.
9. Excellent customer service/end user management skills.

Interested candidates please send your CV to malar.kannan@eiresystems.com.