You will work with customers to resolve the OS (Cloud On-premises) related technical issues and provide assistance in fixing them within agreed upon SLAs.
Identify, diagnose and isolate or resolve issues and where relevant escalate it internally and if needed to external Vendors. Manage the follow up activities to ensure cases are resolved and closed within SLA timelines. Additionally managing the complete communication with customers and updating the case notes in ITSM portal (customer facing).
Installation / re-installation / configuration of systems as required.
Basic understanding of Backup Software products Virtualization (VMware Hyper-V).
Support for LAN issues, DHCP and DNS

Requirements

Bachelors degree in a related field.
At least a year s experience in a technical help desk role (preferably within an Managed Services environment).
Excellent verbal and written communication skills in English is must and be able demonstrate the initiative and confidence to proactively communicate with customers.
Strong organizational skills and attention to detail.
Good team player who is equally comfortable working alone or as part of a team.
Knowledge of MS Windows Servers / Client Operating System, MS Office, Active Directory / Exchange would be an added advantage.
Availability to work in standard IT shifts (3 x 8 hours shifts).

Support Engineer

Job Description