OVERVIEW
As an IT Service Engineer, you will be tasked with monitoring and maintaining an organisation's computer systems and networks. You will be responsible for diagnosing any hardware or software faults with these systems and will solve the issues either in person or over the phone.
IT Service Engineer include roles as Maintenance Engineers, Help Desk Operators or Applications Support Specialists. IT Service Engineer is a pivotal role in the running of the company IT operation.
JOB RESPONSIBILITIES
Install and configure computer hardware operating systems and applications
Perform DNS/DNSSEC management and operation function
Monitor and maintain computer systems and networks
Help set up systems or resolve issues
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Replace parts as required
Provide support, including procedural documentation and relevant reports
Support the roll-out of new applications
Respond within agreed time limits to call-outs
Work continuously on a task until completion (or referral to third parties, if appropriate)
Prioritise and manage many open cases at one time
Rapidly establish a good working relationship with customers and other professionals, such as software developers
Test and evaluate new technology
Monitor availability, performance and security of network systems and application to support 24x7 service operation
Manage and maintain network monitoring system and report on the status and performance of network, ISP services and facilities
Respond to monitoring alerts, perform troubleshooting to resolve network incidents and escalate complex issues to the back end technical support team
Monitor security incidents and communicate with the technical team management team and users Company wide if security is breached
Perform vulnerability scanning and oversee patch management and upgrade activities are performed by the system administrators based on security reports
Prepare and document standard operating procedures (SOP)
Prepare monthly analysis report, including but not limited to service delivery report, service availability report and security monitoring report
Develop and review documentation and manuals for other employee to utilise to resolve complex problems or make network improvements
Be on standby and contactable outside normal working hours to respond to incidents
Research on product and services technical studies, prepare report and conduct presentation if any
Participate in security forum and training
Perform the installation and configuration of licensed software on notebook and desktop
Provide support for hardware and peripherals inclusive of notebooks, PC, printers, projectors, and network devices
Maintain computer hardware and software inventory records and perform asset management tasks, including asset tagging and asset disposal
Assist in adhoc/ other jobs as and when required
COMPETENCIES
Excellent problem-solving skills.
The capacity to work well within a team.
Attention to detail.
Logical thinking.
Expert knowledge in how operating systems and software works.
Interpersonal skills as you will regularly be in contact with colleagues and/or customers.
The ability to prioritize your workload.
The capacity to clearly explain a technical problem to a customer/colleague.
Outstanding listening and questioning skills.
REQUIRED EDUCATION AND QUALIFICATIONS
Diploma / Degrees in Information Systems or equivalent.
Minimum 7-8 years of working experiences.
Certifications in Linux, Microsoft, Network, security will be advantage.
Must be able to use MS Office applications – Word, Outlook, and Excel to a competent standard.
Knowledge of using Microsoft Project or equivalent will be added advantage
