IT Support Engineer
Document, maintain, upgrade or replace hardware and software systems. Supports and maintain user account information including rights, security and systems groups. Responsibilities Field incoming help requests from end users via both telephone and work orders in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issueBuild rapport and elicit problem details from help desk customersPrioritize and schedule problems.
Escalate problems (when required) to the appropriately experienced technicianRecord, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.Also One of the below capabilitiesWorking knowledge of commonly used concepts, practices, and procedures in the related field.Awareness of at least one of the following infrastructure support components:PPG standard desktop, tools & utilities,IT networks and voice services,Thin Client technology (Citrix),Ticket handling tools/cross team troubleshooting;Understanding of IT Service Management concepts;Strong verbal communication skills, including the ability to document operations procedures;Strong customer service skills and the ability to deal all types of customer service requests;Good analytical, communication, problem solving, and organizational skills;Ability to effectively work independently and in a multi-cultural team environment;Ability to effectively interact with a diverse user base;Ability to work in a manufacturing environment with sensitivity safety and physical security;Highly organized, result oriented, self-motivated and proactive;Analytical, solution minded and delivery focused;Driving license.
Qualifications Fluent in local language and in English;Must speak, write, and read fluent FrenchMust speak, write, and read intermediate level English2 + years of providing onsite support for: Desktops, Laptops, Printer, monitors, etc.