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Service Center Support Engineer Job at Alternate Doors

Our Client in the IT industry is currently looking to hire a Service Center Support Engineer.

Responsibilities

  • 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

How to Apply

All job applications can be made by sending an email of their CV to jobs@alternatedoors.co.ke with the subject of the email being the job they wish to apply for.