End User Support-Engineer at Alfred & Victoria Associates

Job Objective

• The End-User Support engineer is primarily responsible for providing support to the end-users which should be reflected positively in periodic End-User Satisfaction Survey.

Responsibilities

• Responsible for supervising End User Support Engineers and their day to day activities and performance.
• Responsible in mentoring junior End User Support Engineers.
• Responsible for managing incident, request, problem, IMAC and escalation management.
• To provide support in operations in the domain of End User Support.
• Managing incident, request, problem & IMAC
• Support the following technologies: Windows 10, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Providing installation, upgrade, configuration, and advanced troubleshooting on computers, peripherals, and communication devices and peripherals.
• Install, support and maintain PC applications in a Windows 10 environment
• Attend and troubleshoot end user tickets / incidents
• Escalate to respective resolver group
• Coordinate between users and resolver groups on P1,P2 and P3 incidents"

Academic Qualification

• BSc / HND in Computer Science / Engineering or other related Course.

Experience:

• 3 - 5 years’ with end user support, desktop support, and technical skills around Windows 10 & MS Office.

Key Skills & Competencies:

• Demonstrable experience providing both face to face and remote telephony based customer service and IT technical support.
• Experience working in a busy environment under pressure dealing with colleagues or customers that require help, advice and IT technical support.
• IT Service Management, IT End User or IT operational support experience desirable.
• Experience of communicating, managing and influencing business colleagues and stakeholders at all levels including VIP customers.
• Experience providing IT technical support in a windows environment working with desktops, laptops, tables, telephony solutions & smart phones.
• Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.
• Experience of working with 3rd party suppliers in order to fulfil customer needs.
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.
• Knowledge of ServiceNow and other relevant IT Service Management toolsets desirable.
• Experience working with Systems Thinking model and approach working.

Salary
Very Attractive.