Support Engineer

Contract: 2 year renewable contract

Monthly Salary: $2200 to $4000

Job Description

1. Provide L1 and L2 on-site / remote IT support and fulfil service requests for CLIENT employees in all CLIENT locations.
2. Perform asset tracking of all corporate devices (from purchase to disposal).
3. Be responsible for end-to-end process for all new tickets in the ESM tool, incoming phone calls, Teams messaging to the Service Desk, including, but not limited to providing first call resolution, logging of ticket, escalation of ticket, regular following up with users and tracking the closure of tickets within agreed SLA.
4. Utilize ESM tools (e.g., ServiceNow) to manage all ESM tickets, adhering to response and resolution times based on ticket severity and document key actions within the ticket accurately.
5. Support the Team Lead in providing dedicated support for approximately 200 VIP users and be available for after-hours VIP (VP and above) support. Advanced notice will be provided by EDX team.
6. Provide CLIENT employees with information and support related to CLIENT's corporate systems. Provide guidance to employees on how to perform self-service support and Service Desk's available modes of support.
7. Monitor the health of corporate systems and escalate abnormalities to the Team Lead.
8. Escalate any company-wide incidents (disruptions or outages in CLIENT's corporate systems) to the Team Lead.
9. Assist in implementing service improvement plans approved by the EDX team.
10. Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
11. Adhere to established processes and best practices within the IT Service Desk playbook.
12. Refer to the solutions/knowledge in the IT Service Desk playbook for reference and to facilitate self-service troubleshooting by CLIENT users.
13. Contribute to a positive team environment and embrace a culture of excellent customer service and continuous improvement.
14. Continuously update skills and knowledge to stay current with industry trends and technologies.

Qualifications

For the 1 x Support Engineer:

Nitec or Diploma in Computer Science, Information Technology, or a related field.

Certifications

For the 3 x Senior Support Engineer:

• The below certificates (or equivalent) are preferred, but not mandatory:
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Fundamentals
• CCNA
• ITIL 4 Foundation Certification

Technical Skills

• Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
• Expertise in macOS, iOS device management and troubleshooting.
• Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.
• Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions.
• Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
• Proficiency in using ESM tools such as ServiceNow.

Experience

For the 3 x Senior Support Engineer:

• At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment.
• Experience as system engineer/system administration in any of the systems listed in Annex C is an added advantage.
• At least one of the senior engineers (or Team Lead) needs to have macOS experience.

For the 1 x Support Engineer:

• At least 2 years of experience in a service desk or technical support role providing L1 support, with exposure to a variety of devices and applications in a corporate environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and analytical skills.
• Ability to work independently and collaboratively within a team.
• Strong time management and multitasking skills.
• High level of customer service orientation.
• Take ownership of assigned tickets and actively seek solutions to resolve the ticket.
• Ability to work in a fast-paced environment and work under pressure.