Vip Support Engineer

Role & responsibilities

• Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management.
• Provide on-call support as required.
• Handling the VIP and escalation calls. Interacting with senior users to understand the requirements.
• Attending VVIP Residence Calls and providing required IT Support
• Analysing and monitoring the day to day calls and guiding the junior team members accordingly.
• Train and assist with End User training on all systems.
• Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
• Maintaining and achieving the agreed SLA & SBDs and drive the team for same.
• Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards.
• Create and maintain IT documentation relating to the Service Desk function (like a best practice)
• Make continual improvements to procedures and documentation
• Additional responsibilities as requested by the IT Manager
• Skills Required (Knowledge and Skills) An understanding of ITIL processes and methodologies, Excellent communication skills, Experience with ticketing tool, 2 to 4 years of experience in similar position (team leader of service desk) Good experience with Microsoft products and database
• Key Attributes (Experience and Qualifications) - BE / Diploma Engineers / B Sc-IT