IT Support Engineer

Responsibilities: 

• Manage the performance of services to customers. 
• Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded. 
• Ultimate responsibility for ownership of all customers’ incidents or logged service requests. 
• Track the incidents to conclusion in line with SLAs and quality standards. 
• Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations. 
• Provide information about incidents analysis and KPIs. 
• Build services relationship with customers and conduct service reviews for key customers. 
• Review performance reports, service improvements, service quality and processes. 
• Provide management and performance reports 

Requirements 

• Strong technical knowledge of Windows 7/10, XP and Active Directory, Mac OS. Knowledge in Unix/Linux. 
• Experience in installing and deploying PC hardware and software in a professional setting. 
• Ability to support Microsoft Office products and Microsoft Outlook/Exchange or Lotus Notes. 
• Understanding of and willingness/ability to expand your knowledge of network designs and related support issues. 
• Cisco networking skills/experience will be an advantage. 
• Relevant industry certifications (i.e. CCNA, MCITP, MCDST etc.) will add value to your application. 
• Ability to communicate in a highly professional manner with users, internal/external customers and business partners. 
• Excellent troubleshooting and problem resolution skills. 
• Excellent customer service/end user management skills. 

Interested candidates please send your CV to malar.kannan@eiresystems.com.