Support Engineer - Service Desk - 2nd Level
As a Support Engineer you will be responsible for desktop installation/configuration, operation, and maintenance of all desktop related system hardware and software.
This role participates in duties that are assigned within the ticketing system which may include incidents, service requests, problems and change requests. You will ensure that all tickets are handled in a timely manner, based upon assigned SLA's or business impact and escalated to internal resources, external contractors or vendors when and if required.
Key Responsibilities
* Respond as required to incidents and service requests for all IT supported systems within defined SLAs.
* Proactively identify problems and co-ordinate / perform root cause analysis to resolve.
* Proactively improve and enhance desktop and application services reliability and efficiency.
* Serve as a point of contact for resolving complex technical problems related to hardware, software, network, and system issues.
* Perform tasks as outlined within operational management processes and procedures.
* Responsible for proactive day to day management of desktop platforms and systems
* Responding to, and be proactive towards monitoring systems
* Develop and maintain documentation, knowledge base articles, and training materials for IT support teams and end-users.
* Prepare reports for the Technology Operations leadership team as required.
* Participate in on call support roster and be available to work outside business hours, as required.
* Ensure continuous improvement of processes, desktop, and general systems through education in various technology and applied learnings through experience.
Skills & Experience
* Science, Information Technology, or related field (or equivalent work experience).
* Understanding of ITIL framework.
* Strong knowledge of operating systems (Windows, Linux), hardware components, and network protocols.
* Administration, usage and configuration of Remote management tools (PatchMyPC, N-able)
* Administration, usage and configuration of Intune (Mobile Devices, Laptops, Appx)
* Understanding of Virtualisation tools (VMWare, Citrix)
* Troubleshooting, administration and configuration of Microsoft stack (AAD, SCCM, SQL, O365, SCCM, Teams)
Qualifications
* Certificate, diploma, or degree in Information Technology (or related discipline) preferred.
* ITIL Foundation certification desirable.
* Other relevant certifications (e.g., CompTIA A+, Microsoft, Cisco) will be highly regarded.
Personal Attributes
* Customer-focused with a professional manner.
* Proactive, reliable, and adaptable to change.
* Team player with a collaborative approach.
* Strong desire to learn and develop technical skills.
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