Tier 1/PP Technical Support Engineer at Netsurit

Job Description

Purpose:

• Provide client support by resolving requests and incidents to ensure optimal infrastructure functionality.

Duties and Responsibilities:

• Provide professional, concise communication with team members and customers.
• Deliver excellent customer service, verbal communication, phone skills, and maintain a high level of professionalism.
• Perform workstation troubleshooting, setup, and configuration.
• Manage incidents and resolve service requests efficiently.
• Understand and utilize ITSM systems effectively.
• Troubleshoot hardware, OS, and software-related issues on workstations.
• Demonstrate good knowledge of Microsoft applications, including but not limited to Microsoft Office.
• Apply working knowledge of networking protocols, including TCP/IP, DNS, and DHCP.
• Distinguish between different connectivity scenarios and understand how they work (e.g., ADSL, Fibre, MPLS).
• Understand network security and malware/ransomware prevention.
• Install, configure, and troubleshoot third-party applications such as managed Antivirus.
• Be self-motivated and able to work under pressure, both independently and as part of a team.

Key Performance Areas:

• Support
• Process client requests and resolve incidents as soon as possible.
• Ensure hardware, desktop, network, app, and connectivity functionality.
• Collaborate with third-party service providers to resolve issues as needed.
• Input: Process client requests and resolve incidents as soon as possible. 
• Ensure hardware, desktop, network, app, and connectivity functionality. 
• Collaborate with third-party service providers to resolve issues as needed.
• Measure: Functional network and infrastructure. 
• Network and infrastructure maintenance. Ticket closure as soon as possible. 
• Client satisfaction

Minimum Qualifications and Experience:

• Hardware, application, and software understanding and experience.
• 4 years of support experience.

Competencies and Skills:

Competencies:

• Process driven
• Resilience
• Learning potential
• Strategic insight
• Relationship building
• Attention to detail
• Self-starter

Skills:

• Technical and product knowledge; hardware and software.
• Technical skills such as Office 365, servicing certificates, knowledge of and experience with third-party service provider products, network connection, and function knowledge.
• Interpersonal skills
• Communication
• Relationship building