Client Support Engineer Level 1
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- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
- Manage and complete scheduled tasks on time.
- Ensure effective client communications take place.
- Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate.
- Advise the Team Lead and/or Shift Manager of emerging issues.
- Adherence to ITIL processes.
- Contribute documentation to the shared knowledge base.
- Ensure all changes are documented through the change management process.
- Execute change management tasks in line with defined processes.
- Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients.
- Assist and mentor team members in Ensono’s structured approach to troubleshooting problems.
- Act as a role model and mentor for fellow team members.
- Set up client and internal bridge calls as requested.
- DG office team only – provide emergency DC escort services (EGV).
Knowledge
- A basic to intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.
- Demonstrable experience of working in an IT infrastructure focused helpdesk role.
- Basic technical awareness of IT server infrastructure
- Knowledge of the ITIL framework desirable
- Additional preferred knowledge: VMware, AWS/Azure
Skills
- Excellent customer service skills
- Excellent demonstrable written and verbal communication skills.
- Confidence in liaising with other personnel
- Ability to multi-task and work well under pressure
- Good team working skills essential
- Ability to document processes and procedures in a clear, concise and logical manner.
- ITIL certification desirable
- Able to communicate in groups with confidence and conviction
Experience
- At least 12 months experience in an IT role i.e. Helpdesk
- Knowledge of a call management system and its function
- Knowledge of ITIL and its function within IT
Shift Information
Front End Day Shift: Sun-Tues (0630-1900 CST), Alternate Wednesdays (0700-1530 CST)
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