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Experienced Technical Support Specialist
3 weeks ago
We are seeking a proactive and skilled Technical Field Service Engineer to join our team.
The role involves providing hands-on user support, including troubleshooting and maintaining devices such as laptops, desktops, mobile devices, and IP phones. You'll also be involved in networking tasks within a Cisco environment, working closely with the wider networking team to ensure smooth operations.
This role will involve supporting both IT and OT environments, with occasional campaigns to remote sites, both onshore and offshore. You will provide hands and feet support for the wider teams, including networking, storage, and hosting, assisting with technical issues and ensuring overall system functionality.
You will also be responsible for meeting and adhering to SLA requirements, ensuring that SLAs are not breached, and service is delivered in a timely and efficient manner. This role requires you to take ownership of tasks from planning and execution to reporting, all while adhering to strict safety and Cyber protocols.
Key Responsibilities:
- Provide hands-on user support and troubleshooting services
- Support both IT and OT environments
- Meet and adhere to SLA requirements
- Ensure smooth operations in Cisco environment
- Take ownership of tasks and adhere to safety and Cyber protocols
Requirements:
- Minimum of 5 years IT support experience
- Hands-on user support experience, including troubleshooting devices and systems managed in Intune environment
- Strong networking experience in a Cisco environment, and must have a CCNA certification
- Experience providing hands and feet support for networking, storage, and hosting teams
- Ability to plan, execute, and report on technical maintenance campaigns
- Experience with Windows Servers, VMware and Palo Alto firewalls for management and maintenance
- Strong understanding of SLA requirements and a focus on ensuring SLAs are met
- High awareness of safety and strict adherence to safety protocols
- High awareness of Cyber security and strict adherence to cyber policies and protocols
- Excellent communication and documentation skills
- A mature, independent worker who takes pride in their work
- A team player who collaborates effectively with other technical teams to resolve complex issues
Additional Skills:
- Excellent customer interfacing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem-solving skills
