Service Support Engineer – Chile

SUMMARY OF ROLE

The Service Support Engineer provides 2nd and 3rd line support to the service desk and assists the service desk at level 1 point of contact when necessary. Provides high quality customer support services and technical assistance with a high level of accurate diagnosis and 1st, 2nd and 3rd line resolution.

Mix of desk side break-fix and level 2/3 support.

ROLE RESPONSIBILITIES

Be the point of contact for technical queries from the Service Desk.

•     Use remote takeover to assist and fix customer’s issues.

·         Meet or exceed the SLA’s provided by the customer.

·         Ensure a high level of service and customer satisfaction.

·         Second level diagnostics and resolution on desktop/laptop software and

hardware in a Win 7 / Win 10 environments.

·         Network troubleshooting (LAN/WAN) & diagnosis of net cards, net points &

Network.

·         Level 2/3 application support for various applications.

·         Installation & configuration of hardware, OS & PC products.

·         Installation & configuration of supported applications.

·         On-site and off-site break fix hardware & software support.

•     Remote management using SCCM and various tools.

·         Maintenance of standard desktop computer hardware and software in a

networking environment.

·         Supports standard desktop applications and operations.

·         Invoke escalation procedure both technical & non-technical in a prompt

and timely manner to other levels of support.

·         Log calls accurately update and close tickets in service desk application.

·         Actively up-skill 1st level service desk staff to achieve higher 1st line resolutions.

·         Adhere to customer and company policies and procedure.

·         Document technical fixes and procedures.

·         Recommends, enforces, and documents technical service level standards for desktops.

KNOWLEDGE & EXPERIENCE

Working and support knowledge of the following:

·        Microsoft Windows 2000/XP/Vista/Win 7 Operating Systems (preferably MCP/MSCE level or equivalent).

·        2nd level service experience essential / 3rd level a plus.

·        Strong knowledge and experience in break-fix for hardware and software.

·         Strong knowledge of Windows environments essential.

·         Networking technologies (WAN/LAN) & understanding of networking protocols (TCP/IP).

·        Microsoft Office & Outlook 2007/2010.

·        Networking including wireless networking and VPN.

·        Commitment to learning and development of creative support solutions.

Good communication and teamwork skills and interpersonal skills are key.

·        Third level qualification would be desirable but not essential.

·        Microsoft / Cisco certifications are an advantage.

·        Proven ability to diagnose issues involving common desktop, network and application issues.

·        Commitment to learning and development of creative support solutions.

·        3-4+ years in a busy IT support environment, in a customer facing role.

·        Experience of working with Microsoft Windows environments including 2000/XP/Vista/Win 7 and applications.

·        Experience of working in a helpdesk + deskside environment.

·        MCSA / MCSE  / CCNA certification preferred.

·        Analytical problem-solving and root cause analysis skills.

·        Service oriented behaviour and communication to internal and external customers.

·        Ability to cope with pressures of peak workloads, short deadlines.

·        Experience with face-to-face customer liaison.

·        Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.

·        Good communication skills.

·        Team player

·        Fluency in Spanish and English.

·        Experienced with ITIL support services disciplines.

To apply for this role please submit your up to date CV and cover letter using our online application form.

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