IT Support Officer

In this Level 1 Technical Engineer position you will be responsible for providing technical assistance across all clients in our Managed Services Department.    

Duties Include: 

• Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues       
• Logging calls (tickets) and keeping records of customer queries     
• Analysing call logs so you can spot common trends and underlying problems.       
• Updating helpdesk documentation so that support information is available and current for each customer     
• Testing and fixing faulty equipment       
• PC builds and installations       
• Execute any activities assigned       
• Monitor and control any activities assigned       
• Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable)       
• Complete timesheets daily       
   

Skills Required:  

• An ability to communicate verbally and via email with all customers in simple and understanding manner       
• An understanding of the business impact of ICT Systems and devices       
• An ability to follow through and close out all issues to customers’ satisfaction     
• An ability to assess each user’s IT knowledge levels       
• Being able to work under pressure       
• An ability to think logically       
• Good analytical and problem-solving skills       
• Good interpersonal and customer care skills       
• Good accurate records keeping       
• Willingness to learn in a fast paced environment       
• Professional and flexible attitude