Job Overview
This role involves providing technical assistance to global teams in a 24/5 support environment. As an IT support engineer, you will be responsible for troubleshooting and resolving technical issues related to computer hardware, software, audio/video components, and network connectivity.
Key Responsibilities:
* Offer day-to-day IT support and serve as a primary point of contact for internal customers regarding IT queries, requests, and issues.
* Proactively monitor ticket queues, Chat, and Phone to provide timely support to colleagues.
* Perform core competencies of triage, assignment, request fulfillment, and issue remediation.
* Provide general IT support and troubleshoot IT-related problems.
* Adhere to established procedures for ticket handling.
* Work within the ITSM system to ensure all tickets are responded to and updated per process for customer benefit.
* Evaluate problems and develop effective solutions.
* Collaborate with peer engineers to promote creative solutions and enhance customer satisfaction.
* Contribute to the IT knowledge management system.
* Respond to emergency situations as assigned.
* Perform other duties as required or assigned by your manager.
Requirements:
* Approximately 1 to 2 years of experience in an IT support role, preferably in an enterprise sector with exposure to diverse cultural backgrounds.
* Strong problem-solving skills.
* Familiarity with Linux, Microsoft, and Apple operating systems.
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced environment with shifting priorities.
* Willingness to adapt quickly to new technologies.