Junior Technical Support Engineer

Junior Technical Support Engineer

Innovative Corporate Solutions Ltd. (ICSL) is an organization that specializes in providing ICT infrastructure services. Our goal is to assist our clients in finding and implementing the most appropriate infrastructure and digital technologies to address their business challenges. We offer comprehensive ICT support to our clients, including the selection, customization, design, installation, repair, and deployment of their information systems. Since our establishment in 2003, we have maintained our reputation for delivering top-notch expertise and outstanding service. We welcome you to join our team of experienced professionals who are dedicated to delivering excellence to our clients.

The desktop Technical Support Engineer will be required to provide practical and theoretical support through the review and implementation of technological solutions, you will interact with customers. As IT professionals, desktop support engineers fix issues with a company's desktop computers, laptops and mitigate security and server issues that affect business networks

• To provide 1st line technical support; answering support queries via phone and email or provide technical assistance using one of the following methods.
• Telephone Diagnostics, Remote Access Diagnostics and Onsite Diagnostics.
• To support users remotely while on-call; after-hours or weekend call.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be pro-active when dealing with user issues.
• To update all calls in the call logging system while working on short term outsourcing arrangement and in-house
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of computer equipment by providing necessary training an advice while working on short term outsourcing arrangement.
• Escalate more complex calls to the relevant IT Support member.
• To notify relevant staff to arrange for external technical support where problems cannot be resolved by you.
• Undertake small to medium-sized IT projects as instructed by the IT Manager
• Carry out daily client systems checks, reporting to helpdesk coordinator where necessary.
• Produce monthly reports on clients’ systems.
• Update contract customer configuration files.
• Carry out in-house system testing.
• Be responsible for in-house system back-ups when assigned to you.

Quality Assurance

• Adhere to standard procedures of the organization when resolving/escalating issues.
• Monitor users’ system issues until they are resolved by adhering to the agreed timelines.
• Ensure all relevant information is documented to prioritize and resolve service requests obtained (i.e. issue, severity, location, and impact)

Communication

• Provide prompt and accurate feedback to customers.
• Set tasks and reminders for follow-up with contacts. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge and findings in the form of notes, manuals, and accurate reports. Ensure reports are submitted in a timely manner.
• Promptly follow standard procedures and escalate unresolved issues to appropriate internal teams/departments (e.g. Software Developers)

Technical Knowledge and Development

• Complete product training and certification to ensure that your knowledge of relevant technologies is current.
• Develop technical/commercial competencies within the scope of this role, self-sufficiency, and willingness to acquire new and additional skills.
• Demonstrate sound knowledge of IT Security.

Knowledge, Skills, and Abilities:

• Excellent communication skills including written and oral, with a focus on report writing, presentation, process flows, and the ability to present ideas in user-friendly language/format.
• Exceptional customer service orientation – pleasant and helpful personality, anticipative and responsive to internal and external stakeholder requests and needs.

Education, Certification & Training

• Associate/Diploma/BSc in Computer Science
• CompTIA A+ N+ Certification or Related Certification
• A minimum of one (1) years' experience in a similar capacity.
• Proficient in the use of Microsoft Suite and tools (i.e. Excel, Word, PowerPoint, Teams)

If this role is of interest to you, kindly apply via ICSL's career portal no later than November 15, 2024.

We appreciate your interest in the position, but please note that only applications submitted through ICSL's career portal will be considered. 

https://innovativecorporatesolutions.bamboohr.com/careers/72

Please use application link provided