VIP Support/EUC Support Engineer

SUMMARY:
The EUC Support Engineer is an IT support specialist that assist clients with hardware and software issues. Their primary objective is to provide on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting IT issues. VIP Support will be the primary focus for this specific position. Fixed-term initial 3month contract opportunity.

POSITION INFO:

The EUC Support Engineer focuses on first-line support for standard and low complexity incidents and service requests with their primary objective to ensure zero missed service level agreement conditions.

 

Required Qualifications/Certifications:

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• ITIL Foundation v4
• CompTIA A+ certified
• CompTIA Security+ certified
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator

 

Required Experience:

• Proven work experience as a Desktop Support Engineer with a working knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Working knowledge of popular operating systems, software applications, and remote connection systems.
• Entry-level experience with troubleshooting and providing the support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation

 

Key Roles and Responsibilities:

•  Monitors client infrastructure and solutions.
•  Identify problems and errors prior to or when they occur.
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems.
• Fulfil approved requests following agreed procedures.
• Provide telephonic or chat support to clients when required.
• Execute approved maintenance activities including patching and configuration changes.
• Follow the required handover procedures for shift changes to ensure service continuity.
• Report and escalate incidents where necessary.
• Ensure the efficient and comprehensive resolutions of incidents and requests.
• Proactively identify opportunities for work optimisation
• Update existing knowledge articles or create new ones.
• Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

 

Knowledge, Skills and Attributes:

• Proven work experience as a Desktop Support Engineer or Support Technician.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Excellent problem-solving and multitasking skills
• Excellent interpersonal skills.
• Ability to communicate and work across different cultures and social groups. 
• Ability to establish priorities, work independently, and proceed with objectives.
• Ability to meet consistent attendance.
• Ability to perform remote troubleshooting and provide clear instructions.
• Must have excellent written and verbal communication skills.
• Ability to interact with colleagues, supervisors and customers face to face or remote.
• Ability to place the client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

 

 

 

 

 

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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