Our Client in the IT industry is currently looking to hire a Service Center Support Engineer.
Responsibilities
Installation and configuration of computer hardware operating systems and applications
Ability to take staff and/or clients through a series of preventive actions, either face to face or over the telephone to help set up systems or resolve issues
Provide support, including procedural documentation and relevant reports to the Clients
Work continuously on a task until completion (or referral to third parties, if appropriate);
Prioritize and manage many open cases at one time and keeping them up to date
Low and high end level pc, laptop and printer installation, hardware & software troubleshooting and repairs.
Analyze and diagnose and resolve problems in real time.
Courtesy calling existing customers to ensure business stability and Assisting with enquiries and issues affecting their operations.
Provide real time resolution to escalated customer support inquiries;
Ensure continuous monitoring of customer issues until they are resolved;
Carry out proactive hardware maintenance and monitor all hosted equipment;
Understand and convert customer technical requirements to solutions;
Ensure IT policies and processes are followed at all times;
Delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies
Resolving escalated customer complaints without the need for team lead intervention
Documenting troubleshooting and problem resolution steps
Participation in providing training to customers as required
Perform any other job that may be assigned by the management.
Requirements
BSC Degree or equivalent; post graduate degree desirable
Minimum of 3 years
Knowledge of Windows OS, general desktop and printer support issues
Have the necessary HP Certifications for HP Products (Desktops, Laptops, Printers and Plotter Models.
Thorough knowledge of equipment, system and application design.
Strong verbal and written communication skills: needs analysis, positioning, business justification.
Provide training to internal users.
Ability to travel as needed.
Project Management skills
Time Management skills
Strong interpersonal skills and professionalism are critical
Key Competencies
Demonstrated ability to solve complex technical problems in complex technical environments.
Ability to demonstrate good judgment and decision making
Demonstrated proficiency in one multi-user operating system.
Tenacity, resilience and ability to tolerate stress
Good troubleshooting technique
To be able to work flexible hours when necessary
Ability to pursue and achieve professional certifications
go to method of application »
