IT Support Engineer

The IT Support Engineer is the single point of contact for all Consumer IT Support needs. These range from performing everyday support tasks including password resets and software installations, to providing advanced support of the latest models of personal mobile devices, planning and executing of meeting support and potentially home visits. The IT Support Engineer will efficiently address the consumer requests whilst minimising IT risk, keeping the users’ down time at a minimum by providing an enhanced and personalised IT support service for the subscribers at the required location.The IT Support Engineer coordinates and performs IT meeting support. These meetings can range from 1-to-1 videoconference calls, as well as large town halls and/or webcasts, requiring multiple video locations, and up to thousands of attendees. There is a documented process to plan and coordinate these events. This also requires in room presence at the hosting location, where the IT Support Engineer is the single point of contact for queries and issues during the event. The IT Support Engineer would work with several suppliers to make the meeting/event a success. The principal accountabilities are:To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and othersMaintains effective and professional customer relations at all timesUnderstands the general sensitivity, priority and urgency around our most senior leadersPrevents, troubleshoots and solves technical issues reported by end-users within the End User Computing infrastructurePerforms planned and unplanned activities including but not limited to IT PC health checks, pre-travel IT checks, Operating System installations, and maintenance of a variety of personal devices including smartphones, tablets and laptopsInvolved in the coordination of individual IT escalationsProvides sound advice and support to VIP consumers on IT related requests or queries within the set boundaries of Information Risk Management, company Demand Policies and other available guidelinesAccurately documents the facts related to the incident or query, the troubleshooting steps taken and its resolution in the relevant ticketing database, as well as the associated time writing activitiesProvides end-to-end planning and support for the IT requirements of the (virtual) meetings/events, including meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event.Shares and documents knowledge, thus working in a professional manner and fostering team spiritAdheres to a formal dress code and professional conduct at all timesOccasionally travels to support business needs when required, mainly in countryFulfils the assigned shift during business hours and performs standby duties on a rotational basis
staffing groep
29-10-2018 00:00