Reports directly to the Global Manager for Information Technology

Responsibilities:

The Technical Support Engineer is responsible for daily production work tasks and provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. This position demonstrates excellent knowledge of systems analysis for hardware and software.

Results and Expectations

• Responsible for ensuring the efficiency and workability of computer equipment and peripherals by identifying and resolving hardware and software problems reported to the ticketing system in support of the company’s operations
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the user to sufficiently describe non-routine problems to other IT service groups (i.e. Systems Development Group, NetSuite Group, RIL/s, third party service providers) for problem resolution
• Interfaces with end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client’s satisfaction
• Coordinates with the Support Analyst or Global Manager for IT Operations and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Global Manager for IT Operations
• Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures the timely and effective delivery of technical support services in compliance to service level agreements (SLAs) defined with all internal and external customers.

Minimum requirements

• A bachelor’s degree in computer science, Information Technology or any field of study
• Relevant certifications in programming or IT
• Good written and verbal communication skills, with the ability to converse effectively using English language.
• Willing to work on the night shift schedule.
• Must pass current job expectations and meet performance metrics.
• With 2 – 3 Years of relevant experience.
• Willing to work on shifting schedules, nightshift, holidays, weekends and extended hours.

Please refer to job description.