L1 Support Engineer with English 24x7

Pracovní nabídka

The primary responsibility of Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to end users by managing incidents to resolution. The Support Engineer L1 focuses on first line support for standard and low complexity incidents, requests, problems and events.

What you will be doing:

Ensure that assigned infrastructure is configured, installed, tested and operational. In this regard perform necessary checks, apply monitoring tools and respond to alerts. Also take responsibility for ensuring that the software is installed and configured according to business requirements.

Identify problems and errors prior to or when they occur. Log all such incidents in a timely manner with the required level of detail. Liaise with all stakeholders including vendors, carriers and colleagues to expedite diagnosis of errors, incidents, events and problems and to identify a resolution.

Investigate first line support calls assigned to them and identify the root cause of incidents, events and problems..Ensure the efficient and comprehensive resolution of incidents, events and requests, usually documenting the problem resolution and troubleshooting steps. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.Reports and escalates issues to 3rd party vendors if necessary. Takes full ownership for managing the incident, event or problem to resolution.

Where necessary, escalate requests and exceptions to the 2nd line support team.
Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Ensure the preparation of assets and tools for new users (employees) by installing software and hardware to computers and assist with the configuration of devices for users who choose to bring their own devices to work. This is done in line with company policy and IT security measures.

When required takes responsibility receiving calls, events, problems and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. Also provides telephonic support to clients where required.

Identify the problem, incident or event, perform root cause analysis on events, problems and incidents and document the actions required, identifying and selecting the appropriate solutions, including the development of a workaround plan. Ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and policies.

Update incidents, problems, requests and events with progress and resolution details.

Work on shifts and is required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.

Required Work Experience:

Previous working experience in technical support/IT support
English language (written and spoken) - at least B2
Willingness to work shifts 24x7