Infrastructure Technology: Customer Support Engineer

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Job Summary

Provide day to day IT Support to the organization and resolving service request or problem related to IT Assets, such as workstations and peripherals and managing the IT Asset Storage and Database.

Candidate should be able to manage the IT operations whilst focusing the Customer Satisfaction. Ensuring to provide the operational support role in a multi-shift and should be able to work across various shifts system. [24/5 rotational shift working hours]

Responsible for ensuring all incidents and outages are closed in a timely manner, properly documented, tracked, and resolution occurs.

Key Responsibilities

• Follow IT asset management policies, process and procedures

• Good troubleshooting knowledge for Desktops/Laptops and basic level server hardware skills

• Basic knowledge of IP Telephony and IPT troubleshooting skills

• Basic understanding of the Network topology & network connectivity (LAN/VLAN/WAN).

• Understanding network protocols, addressing schemes and basic skills to troubleshoot the network components

• Problem solving skills, good interpersonal skills, fast learner and good verbal & written communication skills [French & English]

• Administers process/ tools that support/ facilitate the asset management process for the effective tracking and monitoring of IT assets

• Implements proper allocation and distribution of IT assets

• Knowledge of call logging tools like Remedy, Service Now, amongst others