Service Desk Engineer

Information and Communication Technologies (ICT) is viewed as a “major tool for building knowledge societies” and, particularly, as a mechanism at the school education level that could provide a way to rethink and redesign the educational systems and processes, thus leading to quality education for all.

The Service Desk Analyst’s purpose is to support remotely the development of appropriate strategies for this new teaching form and, additionally, support the teachers when integrating ICT in the teaching and learning processes.

• Delivering remote support to customers.
  
• Manage items raised by the IT monitoring system.
  
• Use a tracking solution for all incoming incidents.
  
• Manage ticket tracking, routing and email notifications.
  
• Responding to queries, running diagnostic programs, isolating problems and determining and implementing solutions.
  
• Follow up with customers to ensure the issue has been resolved to high levels of customer satisfaction.
  
• Build key relationships with internal technical colleagues at client sites and third parties.
  
• Provide 2^nd level support and pass incident if escalation is needed.
  
• Manage problem resolution and escalation procedures.
  
• Adhering to Service Level Agreements (SLAs).
  
• Providing an Intuitive User Experience.                                                                                                           
  
• Prioritizing and managing assigned workload.
  
• Exceeds the expectations of internal and external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service provided.
  
• Investment in personal development trough qualifications.
  
  

Requirements

• Experience in Customer Service
  
• Experience in the Education ICT sector (preferable)
  
• Experience working on a IT Service Desk or Help Desk.
  
• Qualifications such as MCSA or MCITP would be highly beneficial
  
• Strong knowledge of Windows OS, 7, 8 and 10.
  
• Excellent PC problem solving skills.
  
• Proven ability to configure, troubleshoot and maintain a variety of Windows Server OS: 2003 through 2012 R2 essential.
  
• Active Directory – set up and troubleshooting all aspects of AD and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures.
  
• Virtualisation - Good understanding of the virtualization concepts with good working knowledge of VMware and Hyper-V.
  
• Networking – Good understanding of the networking stack,TCP/IP and subnetting.
  
• Comfortable with a range of backup products, including VM-level solutions; BackupExec, Veeam, AppAssure.
  
• Knowledge of deployment solutions such as WDS essential. Experience with MDT and/or SCCM highly advantageous.
  
• Understanding of managed wireless solutions (Ruckus advantageous), including 802.1X security and guest/BYOD networks.
  
• Knowledge of mobile devices (iOS, Android) and their integration with Windows networks.
  
• Any experience dealing with Office 365 beneficial.
  
• Experience with Web filtering products – LGFL, Smoothwall, Sonicwall, Websense all beneficial.
  
• Experience with Sophos Enterprise Console and other managed antivirus systems.
  
• Ability to keep abreast of developments in the market relevant to our business.
  
• Strong sense of Professionalism.
  
• Excellent written and verbal communication skills, along with the ability to communicate at all levels.
  
• Ability to understand what makes an organization successful.
  
• Strong team and cross department working skills.
  
• Proactive towards work.
  
• Solutions oriented with strong problem solving skills.
  
• High attention to detail.
  
• ​Excellent Time Management, Planning & Control.