1 Neurones IT Information Technology Support Engineer Job
IT Support Engineer (2-5 yrs)
Neurones IT
posted 19d ago
Flexible timing
Key skills for the job
We are looking for a Service Desk Technician for one of our clients.
Your job scope is as follows :
- Provide advanced-level technical support to end-users via phone, email, and in-person.
- Assess and qualify the request.
- Diagnose and troubleshoot hardware, software, and network issues.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Process and execute demands/resolve incidents following existing procedures.
- Record, track, and document incidents/service requests using the ticketing system.
- Ensure timely resolution of incidents in accordance with service level agreements (SLAs).
- Escalate critical issues to senior technicians or other appropriate teams when necessary.
- Provide adapted response to user demand and needs.
- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly.
- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions.
- Follow up with users to ensure issues are resolved to their satisfaction.
- Participate in the team's skills development and knowledge management.
- Share your knowledge with the rest of the team.
- Participate in the integration of newcomers or junior technician.
- Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures.
- Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes.
Skills and Requirements :
- Minimum of- 2-5 years of experience in a technical support- or- service desk role.
- Proven experience in resolving complex technical issues and providing mentorship to junior staff.
- In-depth understanding of- computer hardware, software, and- networking concepts.
- Proficiency with Windows and/or Mac operating systems.
- Knowledge of common office software applications (e.g, Microsoft Office Suite).
- Experience with ITSM tools and ticketing systems (ServiceNow- or others).
Soft Skills :
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Customer-oriented with a friendly and patient demeanor.
- Leadership abilities and a collaborative team player.
Certifications : ITIL Foundation- or other relevant certifications are a plus.
Functional Areas: IT Hardware & Telecom
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