IT Helpdesk Engineer - #33630

As an IT Helpdesk Engineer, you will be overseeing and reviewing our client’s IT infrastructure, and actively solve requests from our clients in a timely manner while manning our support help desk.

Company Profile:

Our client is a UK-headquartered MSP - IT, network, & solutions provider with a focus on the Hospitality industry. They had rapid growth over the past seven years establishing itself as an experienced solutions provider for the Hospitality and retail industry in the UK. They provide services including strategic ICT consultancy, IT procurement, installation, proactive maintenance, and business development using cutting-edge technologies.

Due to their continued success, they are looking to expand their team in the Philippines and are looking for IT Helpdesk Engineers with a high degree of motivation, technical capabilities, and a genuine desire to develop themselves while the business grows further.

This is an amazing career opportunity for someone who wants to gain experience in modern technologies, and tools. Career growth, state-of-the-art technologies to learn, and a highly collaborative working environment are some of the things that you could look forward to!

Duties and Responsibilities:

•Receive, prioritize, document and actively solving requests from our clients in a timely manner while manning our support help desk

•Oversee and review our clients’ IT infrastructure. (including but not limited to servers, switches, storage devices, security & software applications, hosting, remote offices, WiFi solutions hardware and software, backups, 1st line CCTV and 1st line phone systems)

•Effectively manage the resolution of support issues that are reported to us in an efficient and timely manner.

•Communicate regularly and efficiently with our client, your colleagues and management to ensure the best experience possible for our clients.

•Deal with 3rd party providers that link with or into any of the company’s solutions provided and deployed at the client.

•Prioritise and keep track of the incoming cases logged by our clients and act accordingly.

Requirements

Must-have Skills / Qualification:

•At least 2 years of previous experience in IT support is required.

•Ability to produce clear, concise, and accurate documentation and job notes.

•Windows 10, 8.1, 8, 7, to advanced level.

•Office 2010 / 2013 / 2016 / 2019 / Office 365 versions to advanced level.

•Windows Server 2003 / 2008 / 2012 / 2016 / 2019 / 2022 administration, build and maintenance.

•Strong understanding and working knowledge of Active Directory and Exchange mailbox.

•Cloud technologies i.e., Office 365, DNS, group policies, domain controllers.

•Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless, and other Networking technologies.

•Good understanding of AV technologies and experience in their administration.

•Strong understanding of backups and restoration methods.

•Strong understanding of NTFS and share permissions on previous & current Windows Server environments.

•The ability to articulate at a technical level appropriate to the circumstances e.g., for clients with varying levels of IT knowledge & competence.

•Natural interest in IT with a desire to stay up to date on new technologies.

Personal Skills Required:

•Excellent attitude and great phone etiquette

•Team player with the ability to motivate and educate other team members in principles of service delivery excellence.

•Ability to demonstrate clear & confident communication skills both written and verbal.

•Ability to deal with problems and technical issues in a friendly, calm, and positive manor.

•Excellent problem-solving ability. A proactive thinker who encompasses the ‘’Bigger Picture’’.

•Pasion for IT and Technology with a drive to help customers take advantage of new solutions.

•An enthusiastic, thorough, and methodical approach to problem solving.

•Ability to multi-task, prioritize, and escalate accordingly.

•Self-motivated.

•Ability to learn new skills quickly – for example, supporting new applications.

•Tenacity and dedication to pursue an issue from beginning to end.

•The initiative and reliability to work unsupervised on many occasions.

Advantageous Skills/Experience:

•Bachelor’s Degree

•Creative thinking around process analysis and improvement

•Skills and patience to deal with difficult or demanding clients.

•Knowledge of Apple computer systems and software

•Network design, build, and troubleshooting, including switching and routing

•CCTV Systems installation setup

•Wi-Fi network setup knowledge

•An understanding of the Hospitality industry

•MSP experience

Last updated on Apr 11, 2024