Support Engineer

Job Description: 

MAJOR FUNCTIONS 

• Primary responsibility will be to handle support calls from employees of Crescent Petroleum and/or its various affiliate companies.
• This includes hardware (laptops, desktops, smartphones, printers, etc.) and software (Operating System, Applications including but not limited to MS Office Suite, Mobile Apps, etc.) support.
• Support Calls will be handled by phone, in person or remotely. All Support calls will have to be logged into the IT ticketing system and closed in a timely manner as per predefined SLAs.
• Will provide Level 2/3 IT support to all users.
• Will work closely with the Senior Systems Engineers and provide Administrative support on servers such as SharePoint, File servers, etc. when required.
• Will handle the installation and configuration of servers and server applications in conjunction with the Senior Systems Engineers when required.
• Reports to the Manager, IT Infrastructure.

Primary Duties and Responsibilities 

Essential Funtions

• Respond to requests for technical assistance from users within the organization in person, via phone or remotely.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate situations as required.
• Perform routine hardware and software installations on desktops, laptops and/or smartphones.
• Troubleshoot Email related issues on client devices.
• Provide Level 2/3 IT support for all users.
• Provide prompt and quick service to users.
• Provide orientation on IT products and technologies in use in the organization to new staff.
• Provide Support and assistant to System Engineers and IT Managers when required in setting up or troubleshooting servers and/or server applications.

Reporting and Working Relationships

• Reports to the Manager, IT Infrastructure.
• Liaises and coordinates with the Senior Systems Engineers to resolve issues/problems facing users.
• Liaises with external suppliers to secure IT products and services.
• Exhibits and maintains an excellent relationship with all Crescent staff.

Continuous Improvement of Position 

• Ensure that for every issue that is escalated, he/she follows up with the concerned Senior Systems Engineer so that they are informed on how the issue was resolved. He/she should then be able to handle similar issues themselves in future. In this way they will ensure that they are continuously learning and adding to their experience and skillset.
• Conduct regular research on contemporary IT practices particularly those related to user devices such as laptops, desktops, smartphones, printers, scanners, etc. Recommend subsequent actions.

Minimum Educational, Technical Qualifications/Certifications Required

• Bachelor’s degree in Information Technology or equivalent discipline
• Additional Microsoft certifications such as Microsoft Modern Desktop, Microsoft Office Specialist, A+, etc. will be an advantage.
• Experience with Microsoft Office365 will be an advantage.
• 3 to 5 years’ experience in IT User Support
• Driving license is a must.