IT senior techncial support engineer

Responsibilities :

• Operational Duties: o Diagnosing and resolving complex IT issues: - Diagnosing and resolving complex IT issues that cannot be resolved by junior technical support engineers. - Handling troubleshooting hardware and software problems and working with users to identify and resolve the root cause of the issue. o Developing and implementing new support processes: - Developing and implementing new support processes to improve the efficiency and effectiveness of the technical support. - Developing new procedures for handling tickets or implementing new tools and software to automate tasks. o Training and mentoring junior engineers: - Train and mentor junior engineers. - Teaching them how to troubleshoot problems, how to use the technical support tools and software, and how to interact with users. o Maintaining and updating the technical support knowledge base: - Maintaining and updating the knowledge base to ensure that it is up-to-date and accurate. o Escalating issues to the appropriate technical support team: - Escalating the issue to the appropriate technical support team. - Working with a team of engineers to troubleshoot the issue, or it may involve contacting the vendor of the affected hardware or software. o Ensuring that the technical support meets the needs of users: - Ensure that the technical support meets the needs of users. - Conducting surveys to gather feedback from users, or it may involve implementing new processes or procedures to improve the level of service.
• Financial Duties: o Providing financial advice to IT management: - Called upon to provide financial advice to IT management. - Making recommendations on IT investments, developing cost-saving strategies, or managing IT risks. o Overseeing IT procurement: - Overseeing IT procurement to ensure that IT purchases are made in a cost-effective and efficient manner. - Developing procurement policies and procedures, negotiating contracts with vendors, or monitoring vendor performance.
• Team Management Duties: o Coaching and mentoring team members: - Coaching and mentoring junior team members. - Providing training, helping them to develop their skills, and providing them with opportunities to learn and grow. o Motivating and inspiring the team: - Motivating and inspiring the team. - Creating a positive work environment, celebrating successes, and recognizing team members for their contributions.
• Customer Satisfaction Duties: o Taking action to improve customer satisfaction: - Taking action to improve customer satisfaction. - Implementing new processes or procedures, training staff, or making changes to the way the technical support operates. o Communicating with customers: - Communicating with customers. This may involve responding to customer inquiries, providing updates on the status of their issues, or resolving customer complaints. - Building relationships with customers: - Building relationships with customers. This may involve being responsive to customer needs, being empathetic, or being proactive in resolving issues.

Requirements

• Education : - Bachelor’s degree in computer science or related field.
• Years of Experience: - Minimum 4-6 years of experience in the same field.

• Certificates: CCNA, MCSE, ITIL is preferred.