Company
ABS IT Services is a Managed Service Provider, concentrating on Hardware, Software Development, Virtualisation, Hosted Servers, Hosted Microsoft products, Telecommunications, DR Solutions, Cyber/Data Security, Website Development and Systems Maintenance. As the company grows a Technical Support Engineer is needs to support the expansion of the organisation.
ABS IT Services goal is to be competitive in the marketplace, provide innovative solutions in technologies and services and to be rewarding for customers, employees and stakeholders in an open and fair environment.
Job Description
This list of duties is not exhaustive, and the role may require other duties to be carried out.
- Provide IT support including but not limited to hardware (desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones), software (off the shelve and bespoke), connectivity (Wi-Fi, broadband, telephone), Email management,
- Support VM, web applications systems, MS Office, Windows OS, Service Desk Ticketing systems
- Provide professional customer service experience in an effective, rapid and seamless resolution in line with the SLA timeframe
- Evaluate and logging all incidents to the service desk ticketing system and managing incident queues
- Maintaining ownership of incident throughout the incident lifecycle to a satisfactory customer resolution
- Pro-active contact with customers and suppliers including escalation of incident when necessary
- Daily task management (schedule, completed and monitored for effectiveness)
- Account management (Re-enabling/ locking accounts, password resets, change OU’s)
- Create and maintain documentation for Level 1 support solutions and processes
- Create and maintain instructional documentation for end users
- Provide out of hours support
- Provide remote and onsite support
- Build knowledge base in ticketing system or other approved systems
- Meeting Service desk KPI’s (Key Performance Indicators)
- Writing reports
- Help team members including communicating company strategies, team goals, project deadlines and sale targets, identifying training needs and skill management
- Provide training where necessary
- Other duties may be assigned
Personal Attributes
Essential Skills:
- Excellent communications skills both verbally and written
- Strong strategy, planning and analytical skills
- Excellent technical knowledge
- Strong negotiation skills
- Strong presentation skills
- Strong ability to write reports and proposals
- Strong critical thinking
- Must have the resilience and ability to work under pressure
- Exceptional attention to detail
- Proficiencies in computer skills in the following, but not limited to:
- Microsoft windows and offices applications
- Database management
- Stock management systems
- Incident management systems
- Excellent organisational skills
- Ambition and self-motivator
- Strong team spirit
- Full and clean driving licence
Desired Qualifications:
- Degree qualification or equivalent in Computer Science or Information Technology
- MCSA Certification
- Certified ITIL v3 Foundation
- Preferably MCP and CCNA certified
Experience:
- Extensive experience within a Service Desk (preferred 3-5 years)
- Being able to react quickly, logically, effectively under pressure
- Good Understanding and experience of Networking principles (TCP/IP, DNS).
- Good Understanding and experience of PC, Laptop, Printer and Server hardware.
- Excellent understanding and experience of Microsoft office and relating technologies.
- Excellent understanding and experience of Microsoft Windows Desktop and Server.
Other:
- Candidates are required to travel across Goa