IT senior techncial support engineer

Duties & Responsibilities :

· Operational Duties:

o Diagnosing and resolving complex IT issues:

- Diagnosing and resolving complex IT issues that cannot be resolved by junior technical support engineers.

- Handling troubleshooting hardware and software problems and working with users to identify and resolve the root cause of the issue.

o Developing and implementing new support processes:

- Developing and implementing new support processes to improve the efficiency and effectiveness of the technical support.

- Developing new procedures for handling tickets or implementing new tools and software to automate tasks.

o Training and mentoring junior engineers:

- Train and mentor junior engineers.

- Teaching them how to troubleshoot problems, how to use the technical support tools and software, and how to interact with users.

o Maintaining and updating the technical support knowledge base:

- Maintaining and updating the knowledge base to ensure that it is up-to-date and accurate.

o Escalating issues to the appropriate technical support team:

- Escalating the issue to the appropriate technical support team.

- Working with a team of engineers to troubleshoot the issue, or it may involve contacting the vendor of the affected hardware or software.

o Ensuring that the technical support meets the needs of users:

- Ensure that the technical support meets the needs of users.

- Conducting surveys to gather feedback from users, or it may involve implementing new processes or procedures to improve the level of service.

· Financial Duties:

o Providing financial advice to IT management:

- Called upon to provide financial advice to IT management.

- Making recommendations on IT investments, developing cost-saving strategies, or managing IT risks.

o Overseeing IT procurement:

- Overseeing IT procurement to ensure that IT purchases are made in a cost-effective and efficient manner.

- Developing procurement policies and procedures, negotiating contracts with vendors, or monitoring vendor performance.

· Team Management Duties:

o Coaching and mentoring team members:

- Coaching and mentoring junior team members.

- Providing training, helping them to develop their skills, and providing them with opportunities to learn and grow.

o Motivating and inspiring the team:

- Motivating and inspiring the team.

- Creating a positive work environment, celebrating successes, and recognizing team members for their contributions.

· Customer Satisfaction Duties:

o Taking action to improve customer satisfaction:

- Taking action to improve customer satisfaction.

- Implementing new processes or procedures, training staff, or making changes to the way the technical support operates.

o Communicating with customers:

- Communicating with customers. This may involve responding to customer inquiries, providing updates on the status of their issues, or resolving customer complaints.

- Building relationships with customers:

- Building relationships with customers. This may involve being responsive to customer needs, being empathetic, or being proactive in resolving issues.

Requirements

· Education :

- Bachelor’s degree in computer science or related field.

· Years of Experience:

- Minimum 4-6 years of experience in the same field.

· Certificates: