Associate IT Service Desk Engineer

The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.  
He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build.

 

• Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.


• Respond to alarms/alerts promptly to service issues and requests


• Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues


• Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations


• Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs.


• Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.


• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.


• Desire to learn and develop all necessary technical skills.


• Confer with staff, users, and management to establish requirements for new systems or modifications.


• Develop training materials and procedures, and/or train users in properly using hardware and software.


• Responding to user requests and provide L1 support
  
   

Preferred Qualifications  

A tertiary-level qualification from an internationally recognized institution

Years & Nature of Experience    

• Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated


• An experienced professional who can deliver on difficult technical tasks


• Has project implementation experience


• Is self-sufficient at work and could be given small project responsibility


• Has provided technical supervision to junior staff in the past
  
   

Technical Competencies

• Customer Service Management


• Data Mining & Modelling


• Help Desk Support


• Troubleshooting
  
   

Behavioral Competencies

• Communication 


• Flexible


• Learning Agility 


• Analytical Skills