Job Overview:
We are seeking a highly skilled Senior IT Support Engineer to join our dynamic team. This role is essential in providing advanced technical support and ensuring the stability and reliability of our on-site IT infrastructure. As a key resource, you will tackle complex issues that go beyond the capabilities of our first-level support team and contribute to our continuous improvement initiatives.
Key Responsibilities:
- Advanced Technical Support: Deliver second-level support for escalated issues, performing in-depth troubleshooting and problem-solving for hardware, software, and network-related incidents.
- Project Implementation: Collaborate in the planning and execution of IT projects, ensuring successful deployment and integration of new technologies and systems.
- Service Improvement: Analyze recurring problems to identify root causes, implementing permanent solutions to enhance service quality and user satisfaction.
- Training and Mentoring: Provide guidance and training to junior support engineers and end-users, promoting best practices and knowledge sharing to foster a learning environment.
- Vendor Coordination: Act as a liaison with external vendors and service providers to resolve complex issues and maintain service level agreements (SLAs).
- Incident Management: Oversee the incident management process, ensuring timely resolution and clear communication with stakeholders.
- Documentation and Reporting: Maintain accurate documentation of system configurations, changes, and incident reports. Prepare regular reports on incident trends and service performance metrics.
Requirements:
- Minimum of 4 years of experience in IT support, focusing on on-site support services.
- Strong technical knowledge of IT infrastructure, including hardware, software, and network systems.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.
- Strong communication and interpersonal skills, with the ability to interact effectively with team members and end-users at all levels.
- Relevant certifications in IT support and service management (e.g., ITIL, CompTIA A+, Microsoft Certified) are preferred.
How to Apply: If your qualifications meet the criteria, kindly apply or send your CV to: [Click to show email] and mention the title in the subject line.