IT Customer Service Engineer at Atlas Copco

Functional area: IT

Job title: IT Customer Service Engineer

Division/Department: ACITS

Reports to: IT Manager/Team Lead

Mission

• To improve and develop the quality and efficiency of IT Customer Services
• Through a high level and technical knowledge and professionalism.

Essential Duties and Responsibilities:

• Analysing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems
•  Handling customer technical support cases based on tickets logged to the Service Desk and accept priority changes from Team Leader
• Assisting company staff or clients with technology-related issues:
• Maintain code of  conduct not to jeopardise the Atlas  Copco  Group  of  Companies confidential information
• Provide a level of user assistance in line with the “Yes We Can” principles
• Keep up to date with technical aspects and general IT developments (including training courses where necessary in line with job responsibilities). Team Leader to approve/assign
• Support all Hardware and Software that is supported by Atlas Copco IT Services
• Support other hardware and software based on best effort and a short mean time to repair
• Install and configure computer systems and applications within the company
• Updating and closings of trouble tickets and service requests.Guiding, advising and coaching both colleagues and customers on issue and problem resolution
• Attend to and action projects assigned to you by your by Team Leader\\\\\\\\Regional IT Manager
• Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customers satisfaction levels
• Collaborate with regional IT team
• Attend weekly meetings
• Attend monthly staff meeting

Education and Work Experience Requirements:

• Diploma in Information Technology or similar through experience
• Fluency in English, spoken and written is a must. Other languages are an asset
• ITIL Foundation
• 2-5 years experience in first and second-line service desk with frequent customer contact or knowledge of a shared service environment.  Documented expertise in troubleshooting is required.
• We expect you to have experience in the following areas:
• Versions of the Windows operating system
• Office 365
• Lotus Notes (basic)
• Microsoft Sharepoint
•  Intune
• Microsoft Teams
• Installation and troubleshooting of software in general
• Active Directory/One Identity access management
• Knowledge of  mobile device configuration and software installation (IOS and Android)
• PC support in general as per the OSI model
•  Incident and problem management skills
• Able to assist with user training sessions as a subject matter expert

Characteristic Requirements:

• Ability to work autonomously as well as in a team
• You have to be a team player
• Self-disciplined
• Must be able to work under pressure
• Independent thinking
• Must be able to work the hours required by the job.
• Confident, friendly, helpful, sincere and positive.
• Ability to share ideas and thoughts on any situation relating to support and customer satisfaction
• Be professional, express self clearly, concisely and effectively
• A good and constant focus on customer satisfaction
• Display leadership where you can influence a situation, so the outcome is in the best interest of the customer and the company
• Show a level of self-management by managing one’s own technical knowledge and request for information
• Show best practices and efficiencies in terms of planning and execution
• Be professional in every way to invoke confidence to customers and team members
• Show innovation and solution in daily activities
• Communicates and Interacts at all levels to ensure support is not only delivered
• Behave in the Atlas Copco way through the displaying of our core values