Service Center Support Engineer at Alternate Doors

Job Description

• Installation and configuration of computer hardware operating systems and applications
• Ability to take staff and/or clients through a series of preventive actions, either face to face or over the telephone to help set up systems or resolve issues
• Provide support, including procedural documentation and relevant reports to the Clients
• Work continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritize and manage many open cases at one time and keeping them up to date
• Low and high end level pc, laptop and printer installation, hardware & software troubleshooting and repairs.
• Analyze and diagnose and resolve problems in real time.
• Courtesy calling existing customers to ensure business stability and Assisting with enquiries and issues affecting their operations.
• Provide real time resolution to escalated customer support inquiries;
• Ensure continuous monitoring of customer issues until they are resolved;
• Carry out proactive hardware maintenance and monitor all hosted equipment;
• Understand and convert customer technical requirements to solutions;
• Ensure IT policies and processes are followed at all times;
• Delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies
• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Perform any other job that may be assigned by the management.

Requirements

• BSC Degree or equivalent; post graduate degree desirable
• Minimum of 3  years
• Knowledge of Windows OS, general desktop and printer support issues
• Have the necessary HP Certifications for HP Products (Desktops, Laptops, Printers and Plotter Models.
• Thorough knowledge of equipment, system and application design.
• Strong verbal and written communication skills: needs analysis, positioning, business justification.
• Provide training to internal users.
• Ability to travel as needed.
• Project Management skills
• Time Management skills
• Strong interpersonal skills and professionalism are critical

Key Competencies

• Demonstrated ability to solve complex technical problems in complex technical environments.
• Ability to demonstrate good judgment and decision making
• Demonstrated proficiency in one multi-user operating system.
• Tenacity, resilience and ability to tolerate stress
• Good troubleshooting technique
• To be able to work flexible hours when necessary
• Ability to pursue and achieve professional certifications