IT Support Engineer at NMG Benefits

SUMMARY STATEMENT

• We are seeking an IT Support Engineer to provide world-class, white-glove support to our employees.
• This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability. To be successful, this person must show initiative, be motivated by technology, and customer service delivery that builds trust while possessing great attention to detail.
• This role requires a very high level of technical proficiency and requires an individual with presence and excellent written and verbal communication skills. You must be able to diagnose and resolve issues related to user devices, printers, video conferencing and collaboration technologies, business application software, telecommunication issues and potentially local network issues quickly, and effectively.
• You love building the best user experience; apart from being functional and insightful you, really want your work to be of high quality.
• We won’t have to tell you much about what you do; your expert knowledge is up to date, or you can research and learn.
• When it comes to the crunch, you love the pressure of an occasional healthy deadline.
• You’re fluent in English.

KEY RESPONSIBILITIES

Monitoring

• Continuous monitoring of systems and software is a critical part of being an NMG support engineer. Technical support engineers can use a variety of monitoring tools, both offensive and defensive. The goal is to be proactive.

Troubleshooting, diagnosis, resolution & escalation

• Troubleshooting to find the source of an issue to solve the problem. Understand how to look for causality, diagnosing the issue & resolving it. Where applicable follow the correct escalation process. You will be responsible for communicating this process back to the client and following up.

Interacting with stakeholders

• Handling cases with stakeholders who are experiencing hardware or software malfunctions. Handle the onboarding and offboarding processes and required support. Find proactive ways to address common support challenges in the business.

Technical Support

• Work with local service providers to configure hardware and operating system for new computers to NMG standards
• Oversee operating system management including routine updates and planning/management of longer-term infrastructure updates
• Software management (licensing, updates and configuration; scripting and automation), including ongoing liaison with Microsoft as required
• Policies and Procedures to be followed, updated, evaluated and maintained
• Perform project work as directed.

YOUR EXPERIENCE

The successful candidate for this role will be able to demonstrate:

• Basic Microsoft Applications and Windows troubleshooting
• Good knowledge of best practices and IT operations
• Demonstrates ability to manage stakeholders
• Able to take on and deliver projects
• Prioritise workload and make decisions under pressure
• Proven ability to work on own initiative
• Strong interpersonal and communication skills, both written and verbal
• Interest in developing client relationships
• Highly motivated to learn and build their career in the environment.
• 5+ years’ experience supporting internal desktop systems software and hardware, application training and incident ownership.