Service Desk Engineer

SERVICE DESK ENGINEER JOB DESCRIPTION

The Service Desk Engineer is responsible for the first level of support for all networking, wireless, and hardware issues. The role is to provide effective diagnostic evaluation of an end user’s needs and in all cases use good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes, but is not limited to the following: identify, research, and resolve technical problems; timely response to calls, email, and personnel requests for technical support. It also entails accurate documentation, tracking, and monitoring the problem to ensure a prompt resolution. Additionally, the role may, from time to time require support for Network Engineers for site access and testing activities.

• Perform day-to-day IT Infrastructure Operation tasks such as monitoring and health checks.
• Maintain daily performance of wireless and network infrastructure.
• Serve as the first point of contact for customers seeking technical assistance over the phone, email, and ticketing system.
• Provide End User Technical Support either by phone, through email, or onsite.
• Ensure calls are answered and emails are responded to in a timely manner.
• Perform first-level diagnostic and troubleshooting on all detected fault notifications or reported incidents and escalate to second level per work instructions.
• Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
• Track and document issues and compile incident reports.
• Manage customer expectations and maintain ownership of cases. Ensure (1) follow up on reported issues until closure and, (2) accurate and complete relevant information are recorded.
• Run reports as and when needed.
• Replacement of faulty equipment may be required.
• Provide support needs to Network Engineers for site access and testing activities.
• Perform equipment replacement at height.
• Ensure all daily test done.
• Ensure SLA are met.
• Valid Class 3 driving license will be an advantage.
• Able to perform Shift duties.

Requirements

• Diploma/ Degree in IT, Computer Science or relevant field with related work experience.
• Proven experience as a helpdesk technician or other customer support role.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Able to work shift hours.