Saturday, July 31, 2010

IT Service Engineer @ UST Global, Technopark

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JO# 14710 L1 Support
Role: IT Service Engineer
Type of Position: Contract
Dept. Hours: 24/7 - 9 hours shift
Exp: 2-5 yrs

Scope: The role of the IT Service Engineer is to provide technical assistance to customers by performing the following duties.
Key Responsibilities:
Provide customer support and technical issue resolution via E-Mail, phone and other electronic medium.
Configuration of company provided assets for associates
Install and configure software to connect to application servers.
Obtain general understanding of OS and application operations related to company offered services.
Identify and correct or advise, on operational issues in customers computer systems.
Act as technical resource for junior team members
Adhere to department SOP’s relating to proactive troubleshooting of IT related issues and escalate to appropriate team when the problem requires additional research
Handle rollover calls from ITHD in a professional manner in accordance with department’s Service Level Agreement
Contribute to special projects as directed by supervisory team
At a minimum, meet expectations of position relating to performance metrics
Demonstrate high level of proficiency in Microsoft Office Suite of applications, specifically; Word, Excel & Project.
Pursue continuing education and remain current on technology applicable to position
The Ideal candidate will also possess the following skills:

Able to work independently and efficiently to meet deadlines.
Able to promptly answer support related email, phone calls and other electronic communications.
Self motivated, detail-oriented and organized.
Experience with hardware and software troubleshooting.
Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Qualifications and Experience:
Graduate Level or equivalent experience
Minimum of 2 years’ relevant IT experience
Excellent Technical Knowledge of Network Infrastructure and Client Server Architecture
Microsoft / Cisco Certification preferred
Minimum 1 Year experience of computer Networks supporting TCP/IP.
Fluent in English.
Skills and Attributes:
Strong interpersonal and communication skills
Highly motivated with the ability to comprehend complex issues rapidly and aid in producing technically credible solutions.
Good timekeeping for projects and required deadlines
Ability to multi-task – such as projects requiring opposing skills and work environments.
Ability to prioritize tasks and workload
Clear precise attitude with methodical attention to detail
Telephony soft skills.
Mentoring and training of co-workers at all levels of competence.
Excellent technical troubleshooting skills.

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