Helpdesk and Onsite L1/L2 Support Engineer

Position Summary:

Our client is looking for a well-organized Helpdesk and Onsite Support Engineer (L1/L2) to join their Managed Services department and provide high quality managed service support and customer service for all their clients across the company's product and services offering.

Major Responsibilities:

• Meet or exceed the Customer Satisfaction Target and Service level agreement.
• Handle all incoming calls with a professional and customer-centric approach.
• Clear and positive communication with clients.
• Visit clients when required to resolve issues on-site.
• Documenting requests and issues received from the client and ensuring tickets are kept up to date with all communications and actions taken.
• Producing user guides and training clients/end users for self-help.
• Clear and positive communication with clients directly via phone, email and remote diagnostics to identify and resolve client reported issues in both technical and non-technical roles onsite.
• Always handle incoming calls with a professional and customer-centric approach while in office premise.
• Log tickets to keep track of tasks onsite.
• Conduct ongoing server monitoring and maintenance to ensure optimal environment.
• Meet or exceed the Customer Satisfaction Target and Service level agreement.
• Assist clients with a high level of consultancy in recommending hardware, software and products that may benefit or enhance a clients network.
• Participate in research and development activities.
• Maintain and update technical knowledge through learning and studying.
• Manage and select tools for projects within onsite environment.
• Effective communication with clients onsite as well as with the office staff.
• Introduce and advise on new technologies and learning new concepts and systems efficiently.
• Assist client after hours if need be.
• Effectively utilizes tools to resolve issues and escalates appropriately.
• Tracking and documenting billable hours.
• Good command of verbal and written English

Knowledge and experience required:

• Minimum 3 years of experience in a similar role.
• Strong verbal and written English communication skills.
• MCSE certification or similar qualification.
• Ability to update troubleshooting information, resolve the issue and get feedback from users.
• Good Knowledge of sever & Active Directory user accounts management.
• Good knowledge of Azure and Office 365 Admin Center.
• Hardware: Understanding of assembling and troubleshooting of desktop and laptops.
• Must be proficient in different brands like MAC, HP, Dell etc.
• Networking: Good knowledge of DHCP DNS IP addressing and vLAN.
• Prior experience in both on-site and remote support.
• Understanding of Time Management and Data Entry Management.
• Works effectively both as a team member and independently on your own tickets.
• Driver's license required.
• Own car required.