Customer Dedicated – Operations Support Engineer - Compute

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE RESPONSIBILITIES:

· Day-to-day support of our customer’s workstation environments.

· Perform project related duties regarding new deployments or development requirements.

· Troubleshooting technical faults and providing satisfactory fixes to the customer.

· Regularly updating customers on progress of faults by telephone and email.

· Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems and change requests.

· Providing day to day administration for managed service customers.

· Providing input to customer facing Technical Incident Reports.

· Capturing repeat faults and undertaking root cause analysis.

· Proactive identification of fault trends.

· Maintaining and updating customer technical documentation.

· Constant knowledge capture and sharing.

· Development of peer relationships with key suppliers.

· Work with the other departments to understand and share technical strategy.

DELIVERY RESPONSIBILITIES:

· Work as part of the on-call rota and ensure resources are always available 24X7 and respond within SLA time frames.

· Attend customer sites for onsite project and support related activities.

· Help identify gaps in existing technical documentation, knowledge, and skills.

· Creating and maintaining of technical customer documentation.

· Ensuring customer transition pre-requisites are delivered.

· Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.

· Providing input to customer facing Technical Incident Reports.

· Supporting clients on site and remotely with all workstation and application related problems.

KEY PERFORMANCE INDICATORS:

KPI’s

· Change Implementation Quality.

· Complete Partnership and Technical Skill Certifications Requirements.

· Customer and End User Satisfaction and Relationships.

· Customer Service Improvements.

· Identify Project Opportunities.

· ISO 270001 and 20000 Compliance.

· Project Execution and Service Transition Quality.

· Ticket Management Disciplines and SLA’s.

· Timesheet Completion Quality.

· Any added goals.

Skills and Competencies

· Accountable Execution.

· Agile Transformation.

· Cross-Business Engagement.

· Entrepreneurial Spirit.

· Excellent Customer Solutions.

· Impactful Communication.

· Inclusive Teamwork.

· Positive Resilience.

· Self-Driven Learning.

· Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE: 2+ Years

· Experience in configuring, troubleshooting, and administering Microsoft Windows workstation.

· Experience in configuring, troubleshooting Microsoft Office applications.

· Experience of configuring, troubleshooting, and administering Antivirus solutions.

· Administration & troubleshooting of Computer Hardware. (Dell, IBM, HP)

QUALIFICATIONS:

• Experience in desktop support.

• Experience in Microsoft Office.

• Experience in Microsoft Windows 10 and 11. Updating, configuring troubleshooting and loading.

• Experience in Basic networking and basic Wi-Fi networking.

• Experience in basic storeroom Management.

• Very good troubleshooting skills

• Basic printing troubleshooting

• Good IT Hardware and software troubleshooting skills

ADDITIONAL SKILLS/ATTRIBUTES:

· Recognized as a professional in field.

· Strong ability to solve and troubleshoot problems remotely.

· Ability to work in a very busy and highly pressurized environment.

· A detailed and accurate approach to undertaking all duties.

· The ability to communicate both verbally and electronically in a clear, professional manner.

· A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.

· The ability to work with minimum supervision and to maintain a high level of motivation and productivity.

·  Ability to deal with high impact, high profile, incidents and remain calm under pressure.

· Client focused and with customer care / services mind-set.

· Numerate and literate with an eye for detail.

·  Professional & diligent.

· Excellent communicator at all levels (verbal/written).

· A team player but able to work independently and be self-motivated.

· Professional telephone manners.

· Experience dealing with Enterprise customers.

· Enthusiastic, energetic, and confident.

· Good PC skills, MS Office packages.

· Full, clean, driving license.

· Own Transport.

· Ability to obtain SC security clearance.