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Team Introduction
The EMEA IT Support team focuses on resolving IT incidents and troubleshooting underlying problems and developing long-term solutions. We are seeking an IT Support Engineer to help us grow our IT environment.
Responsibilities
1. Manage and resolve IT tickets.
2. Investigate, diagnose, and resolve technical issues within defined service level agreements (SLAs), escalating complex issues when appropriate.
3. Prioritise effectively, managing multiple competing tasks concurrently.
4. International collaboration and ownership of IT-related projects across a range of services.
5. Assist with the development of tools and solutions to increase the operational efficiency of our IT Service, while always focusing on excellent customer experience.
6. Partner with internal and external teams to evaluate technical solutions, provide recommendations, obtain consensus and plan and execute services.
7. Champion the use of self-service IT resources, such as self-service support tools and knowledge base.
8. Assist in tracking and managing IT assets, including hardware and software inventory.
9. Manage event support, set up AV and live stream equipment.
10. Create, update and maintain technical documentation.
11. Comfortable working autonomously and as part of an international team.
12. IT assets inventory management and conducting regular audits.
Normal working hours are 9am to 6pm. However, due to the nature of the role, occasional out-of-hours or weekend work may be required.
Minimum Qualifications
1. 5+ years of technical support.
2. Excellent customer service skills and passion for exceeding expectations.
3. Comfortable working under pressure and delivering within tight timeframes.
4. Proven ability to prioritise and manage multiple high-priority tasks simultaneously.
5. Ability to adapt troubleshooting approaches based on the specific problem and environment.
6. Proven track record in managing and delivering IT projects.
7. An understanding of best practice methodologies, such as ITIL, supported by relevant qualifications.
Preferred Qualifications
1. College Degree in Computer Science, Systems Science, Computer Engineering.
2. Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms.
3. Ability to place clients at the forefront of all interactions, understand their requirements and create a positive client experience throughout.
4. Excellent written and verbal communication skills.
5. Excellent diagnostic and effective problem-solving techniques.
6. Proven track record in managing and delivering IT projects.
7. Any of these certifications are preferred not must: CompTIA A+: Validates foundational IT skills, CompTIA Network+: Demonstrates proficiency in network management and troubleshooting. CompTIA Security+: Shows knowledge in cybersecurity fundamentals. Cisco Certified Network Associate (CCNA): Essential for networking professionals working with Cisco systems.
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