- Plan and execute in depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others.
- Investigate and help resolve issues on customer's network and IT estates using agreed troubleshooting methodologies.
- Manage support cases to enable fast resolution that exceeds our customers' expectations.
- Ensuring accurate recording of all cases using the ticket management tool (i.e.
- CRM, Manage Engine) and closing within agreed timeframes.
- Using the central document repository, to ensure knowledge sharing across the team and enable best practice.
- Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Service Centre Support.
- Supporting wider team with knowledge share, via knowledge base communications
- (Emails, how-to guides etc.) and contribution at team meetings
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Monitoring and maintaining computer systems and networks
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Ask customers targeted questions to quickly understand the root of the problem.
- Prepare periodic surveys for IT equipment onsite and raise it to IT Coordinator or upper management.
- Familiar with virtualization technologies.
- Possibly training more junior staff members.
- Escalate unresolved issues to appropriate internal teams (e.g., Seniors, System Administrator)
7+ years of experience in construction field.Bachelor’ Degree in Information Systems or Computer Science or Engineering.Certificates like MCP, MCSE, Azure, CCNA, CompTIA A+, Preferred ITIL Foundation Excellent Communication SkillsGood technical skillsVery good in English