IT Operations Support Engineer - 12 Months Contract

Roles & Responsibilities

Job Responsibilities:

• Troubleshoot IT-related issues that require physical attention, ensuring timely resolution.
• Deliver computers in a 'ready to use' state to IT users, ensuring proper setup and functionality.
• Provide ad-hoc training to IT users on common IT matters and guide them through self-service tools when necessary.
• Manage physical stock of devices and accessories, including updating CMDB records for accurate inventory management.
• Conduct regular inventory checks for relevant hardware to ensure availability and readiness.
• Coordinate logistics using local providers to ship and move devices across locations as needed.
• Handle warranty cases in coordination with relevant OEM vendors, ensuring timely resolution and minimal disruption.
• Identify and report risks that might impact OSS service quality, proactively addressing potential issues.
• Provide support to end users and IT equipment in meeting rooms and similar user collaboration areas.
• Host and support third-party technicians when necessary, ensuring smooth collaboration and resolution of issues.
• Conduct regular checks of computer rooms, including temperature, air conditioning, cabling, and general functionality.
• Follow OSS governance procedures, participate in meetings, and adhere to escalation paths as defined.
• Adhere to OSS procedures outlined in Runbook, SOPs, and knowledge articles, ensuring consistency and best practices.

Job Requirements:

• Completion of a formal qualification or apprenticeship in information technology.
• Three (3) years of professional experience in on-site IT support, with beneficial possession of a valid ITIL certification.
• Outstanding customer service orientation.
• Proven interpersonal and communication skills, with the ability to prioritize tasks effectively.
• Proactive and solution-oriented mindset, capable of working independently and self-driven.
• Deep technical knowledge and good customer service skills.

Tell employers what skills you have

Warranty Administration
Liaising with service providers
ITIL Certified
Address Potential Issues
System Delivery
prioritize work
Troubleshooting Procedures
Qualification Process
Maintenance of Inventory
Onsite Support
Logistics Service Providers
Inventory Management
Customer Service
Service Quality
Customer Orientation
Able To Work Independently