2nd level technical knowledge of hardware and peripherals i.e. PC & peripherals, iPad/iphone
2nd level technical knowledge of desktop and software applications i.e. Operating System (Window 10), Microsoft 365 (MS Teams, O365 Apps, SharePoint, etc.), Antivirus software and systems (Virus/Malware response).
Knowledge of Active Directory
Knowledge on Mobile Device Management (Intune)
Knowledge on Workstation Patch management
Background on Network fundamentals including VPN, cloud technologies (Azure)
Strong verbal and written communication, ability to articulate technical information to the target audience.
Ability to work well within a team while fostering relationships and partnerships.
Can-do and positive attitude with a growth mindset.
The Remote Desktop Support Engineer is accountable to fulfil the following responsibilities:
Utilising listening and questioning techniques to provide technical diagnosis on a full range of complex problems by telephone and recommending the best course of action.
Manages call via service management toolset through to resolution, engaging field engineers, authorised service provides (ASPs), 3rd parties and Fujitsu warehouses where necessary.
Thoroughly documents the status of all client liaisons and communications in the service management toolset.
Accesses technical solutions within the knowledge base.
Contributes technical solutions to the knowledge base.
Maintains the Problem Management ITIL Processes. Produces accurate, concise and timely trend reports as required utilising both Excel and Word.
Identifies trends and potential problem sources by reviewing cases, performing root cause analysis and problem management.
Produces Monthly Problem Management Reports for the Customer which includes statistical graphs and trending analysis.
Produces recommendations for the reduction of cases & plans to proactively reduce the case levels seen within the customer accounts.
Provides technical support to other team members.
Co-ordinate meetings for effective management and resolution of current problem cases.
Escalation of known problems to the Technical Support Team Leader.
Follows established processes and systems (e.g. completion of all admin paperwork, timely Service Management system updates) to meet laid down guidelines.
• Through continual service Improvement looks for ways to improve processes and service levels. Acknowledges and empathises with customer issues demonstrating through communication a clear understanding of the customer's systems, processes, culture and issue.
Escalates issues within agreed timeframe to deliver required service level and meet or exceed customers' expectations/SLAs.
Acts as a team player being viewed by colleagues as a helpful member of the team.
Takes the initiative to drive own technical and professional development to grow product and business knowledge.
Delivers high quality customer service experience while resolving client queries effectively.
Works in an environment where there is minimal supervision.
Attend site to resolve remedial maintenance calls.
General Awareness of customer developments/trends and keeping management informed.
Self-direction in identifying and delivering training opportunities.
Provide possible services sales "leads", informing customers of new or updated products and services.
Organise or participate in "interest groups" relating to area(s) of specialisation.
Produce regular articles or scripts in specialist area(s).
Attend internal and/or external meetings as required.
This role is a rotational shift pattern role which includes some weekend work.
Perform work-related tasks assigned by the manager
5 hours ago
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