IT Support Engineer
IT Support Engineer
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Job Description
the technical support team to carry out customer support properly and promptly monitors servers and systems takes ownership of reported issues responds to enquiries provides information and feedback ensuring problems are being recorded and tracked throughout the entire process.
positive customer/working relationships with stakeholders business users suppliers vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance.
technical/non-technical support to clients conducts analysis diagnosis and troubleshoots systems network hardware/software faults and bugs to resolve problems considering system capacity limitations etc.; applies metrics to monitor performance and measure key project criteria.
resolutions to technical problems carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary; responds within agreed time limits to call-outs.
with the development and implementation of processes and service level agreements of incidents management and service request management.
technical experts in planning evaluating testing and implementing new technology such as systems and platforms. Participates in different projects as required.
to the creation of support knowledge base by developing and communicating IT support manuals technical notes and articles to clients in line with SLAs.
different communication channels to support or guide end users on the different enquiries and problems raised these channels include: personal visits telephone calls e-mails web chat etc.
proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.
configures monitors and maintains computer hardware operating systems applications and networks replaces parts and upgrades existing ones when and as needed in line with agreed SLAs.
the roll-out of new applications (where applicable); sets up new users accounts profiles and passwords. Supports the clients during CR implementation (UAT and Training).
in establishing and maintaining a complete and accurate record of all IT assets within ISA. Establishes and maintains security integrity and business continuity controls and documents.
positively to operational needs by being on-call available for critical systems 24x7 support.
monitors application/IT performance using monitoring and controlling tools to ensure 24x7 availability
be open to work on shifts based on team requirements.
be open to work as Primary and/or Secondary supports based on roster
resolution of tickets based on targets defined by the team
any other additional duties as directed by the line manager.
Employment Type
Full-Time
