Support Engineer
Skills
Analytical SkillsChange ControlCritical Incident Stress ManagementInformation And S TechnologyRoot CauseRoot Cause AnalysisSI
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong work ethic
- Dedication to service excellence
- Exceptional working relationships
- Creative thinking and problem solving
- High levels of organisation
- Excellent customer-facing and service skills
- Ability to connect with customers and build rapport
- Excellent written and verbal communication
- Self-motivation
- Organised and punctual
- Creative problem-solving
- Capability to work effectively within a team
- Mentoring of juniors
- Extreme attention to detail
- Willingness to learn
- Experience in 2nd or 3rd line IT support or service desk role
- Certified in Microsoft Google or AWS is advantageous
Nice to have
- Service excellence
- Self-motivation
- Attention to detail
- Team player
- Willingness to learn
Day to day
- Manage escalated and priority support tickets through to resolution using internal resources and wider team support.
- Provide clear customer communication updates while delivering a polite and reassuring point of contact.
- Offer expert technical assistance for cloud technologies service desk issues remote implementations and critical incidents.
- Mentor colleagues contribute to process improvement and maintain accurate ticket and documentation records.
Hiring process
- Email your CV and covering letter to jobs@si-ict.com