IT Support Engineer

Responsibilities:
Incident handling: including troubleshooting, break fix; follows incident management process.
Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
Software application support for applications both commercial off the shelf and customer developed.
Queue management for incident resolution and request fulfillment.
Desk side support provides support in both local language and English.
Perform ICMS and PC sign off on every PC deployment and collection
Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
Conduct end user device and related testing
Perform site inspection
Perform end user device inspection
Provide status update to the ticketing tools in a timely manner.
Assist in end user support or consultations.
Address day-to-day desktop support process issues.
Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
Receive, diagnose, assess and resolve Deskside Incidents that pertain to the following:
o Software issues with applications.
o Perform troubleshooting and diagnose issue
o Complete re-image is performed if required.
If the problem cannot be resolved by re-installing the application the Deskside Incident is routed back to the Application resolver group responsible for the application.
In a timely manner, escalate to their manager and Deskside Support Lead when a recurring issue is beyond their control.
Arranging on-site access & support, when required
IMAC's - Prepare new and existing equipment for deployment
Move existing equipment (PC, notebook, Thin Client, network printer etc) and update configurations, as necessary.
Change an existing hardware/software component and verify functionality upon completion
IMAC Update in CMDB
Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software that could not be installed by SCCM)
Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end-user is available upon completion of install.
Escalating technical issues to the relevant parties when needed and following up till the issues are closed.
Ensuring all standards and procedures are followed and maintained.
Answering queries and resolving issues relating to the usage of standard applications and IT services.
Providing monthly help desk reports.
Requirements:
You possess a Degree/Diploma in Computer Science, Engineering or related field.
You have at least 1 year experience, ideally within a Helpdesk/Technical Support role.
You have excellent communication and interpersonal skills.
You possess strong analytical skills and are comfortable dealing with numerical data
You are highly goal driven and work well in fast paced environments
You are adaptable and thrive in changing environments

Benefits:
Attractive salary & benefits
Opportunity to make a positive impact
Flexible working options