support engineer
Responsibility
- providing technical support to our customers both onsite and remotely
- be able to work without continuous supervision and be trusted to provide professional support services to Intercity customers
- resolution of full range of technical support issues
Show more +15 - to be able to self-educate and attain industry standard IT accreditations
- be the lead on ITaaS onboarding, effectively managing the project from start to completion
- liaise with clients to analyse, review, identify and develop relationships the meet/ exceed customer needs
- effectively communicate with customers and within the company
- contribute to highest levels of prospect and customer satisfaction
- provide proactive monitoring and management of services to all customers
- make recommendations on improvements to Intercity services and service quality
- be able to work without continuous supervision and be trusted to provide professional support services to Intercitys customers
- remote support and identifying issues affecting customers systems and services, followed by performing a 2nd line diagnosis with a view to resolution
- liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs
- ensure that all company processes, procedures, and standards are adhered to at all times
- investigating, diagnosing, and resolving customer issues
- contributing to helping manage the helpdesk ensuring tickets are handled quickly and to a high standard
- execute, manage, and lead our customers through the onboarding technical and support process
- support and resolve customer deployment issues
Requirements
- degree or equivalent qualification in an IT related subject
- A minimum of one years experience providing security solutions in a technical support role
- microsoft Certifications required
Show more +8 - CCNA or equivalent
- be familiar with the primary function of networking equipment
- A minimum of three years recent experience working in a technical help desk or IT service desk, or senior support role
- windows 10 Support and Management
- awareness of some of the following vendor products; Check Point, Jupiter, Cisco, Extreme, Aruba, Exinda
- administration of MS Office 365, MS Exchange, MS SharePoint
- excellent interpersonal, written and verbal communication skills
- IT degree is desirable but not essential
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