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Desktop Support Engineer
Piktorlabs
posted 6hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The IT Support Engineer will be a key part of the team that provides technical support for all IT systems. This role requires direct engagement with end-users, primarily through telephone and other communication channels. The position demands excellent written and verbal communication skills, strong troubleshooting capabilities, and a customer-focused approach. The ideal candidate is proactive, organized, and eager to learn, with a professional demeanor and a desire to excel in their career.
Key Responsibilities - Customer Interaction :
- Interface with end-users via telephone, email, chat, and web consoles.
- Deliver excellent service and set appropriate expectations based on agreed processes.
- Ticket Management :
- Manage and resolve tickets within agreed Target Response and Resolution times.
- Recognize when to escalate issues and ensure follow-through until resolution.
- Shift Flexibility :
- Work in a shift pattern to provide consistent support coverage.
- Ownership and Performance :
- Take full ownership of customer issues.
- Meet or exceed performance metrics for the role.
- Technical Proficiency :
- Demonstrate advanced knowledge of Microsoft Office Suite (Word, Excel, Project).
- Stay current with relevant technologies through continuous education.
- Customer Service Excellence : Deliver exceptional service with professionalism and empathy.
- Communication Skills : Strong verbal and written English communication.
- Problem-Solving : Use initiative and be proactive in identifying and resolving issues.
- Technical Knowledge :
- Familiarity with Internet protocols and connectivity.
- Strong understanding of Windows operating systems.
- Basic knowledge of UNIX (advantageous but not mandatory).
- Organizational Skills : Ability to prioritize tasks with methodical attention to detail.
- Service Now Expertise : Knowledge and experience in using ServiceNow.
- Adaptability : Flexible attitude to adjust to varying situations and tasks.
- Education :
- Graduate-level education or equivalent experience.
- An IT-related degree is desirable but not mandatory.
- Experience :
- At least 1 year of relevant experience in a support environment or customer-facing role.
- Self-motivated and detail-oriented.
- Organized with a clear and precise attitude.
- Professional behavior and a desire to succeed.
- Dependable and committed to teamwork.
This role offers an excellent opportunity for career progression for individuals who prove themselves and demonstrate a commitment to delivering exceptional IT support.
Employment Type: Full Time, Permanent
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based on 12 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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