Junior Service Desk Engineer x 2

Your primary role will be to serve as 1st-line support for our external and internal clients. Troubleshoots and develops technical solutions related to software, services, deployment, configuration and setup errors. Creates timely workarounds and fixes, including information sharing and consultancy, via effective internal and external communication, and follows required procedures in use of systems, and documentation. Escalates issues requiring more in-depth analysis, knowledge and resolutions as appropriate.

Responsibilities

• Research and identify solutions to software and service issues
• Diagnose and troubleshoot technical issues, including deployment, configuration and setup
• Ask targeted questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to clients
• Refer to internal systems or external resources to provide accurate solutions
• Ensure all issues are properly logged and documented
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Requirements

• Good understanding of computer systems, other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Exposure to Linux, preferably CentOS
• Exposure to programming languages, (Perl, Javascript or Java an advantage)
• Exposure to MySQL or similar database systems

Ideal Candidate

We are looking for a Support Engineer to provide high quality assistance to our clients. You will diagnose and troubleshoot software and service problems and help our clients install, configure and use our applications and programs.

Support Engineer responsibilities include identifying software, configuration issues and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues.

For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical documentation.

To be qualified for this role, you should have a keen interest in technology, programming and cloud services.

You’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply

Ultimately, you will be a person the customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

We are expecting individuals that are keen to learn and expand their knowledge by working closely with other professionals, and independently investigating solutions via all available tools and resources.

Other Skills

• Excellent written and oral communication
• Sense of when to escalate a problem, or ask for assistance
• Problem solving and follow through, can think outside the box
• Pragmatic and thorough
• Maintain friendly and professional relationships with clients and colleagues.