Job Title: Helpdesk Engineer
Job Type: Permeant
Office Hours: 7:30am - 3:30pm
Salary: up to £32,000
Job Content:
Carry out a variety of technical and co-ordination tasks at customer site to meet or exceed customer requirements. All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience.
Communication with end users from EMEA region face to face or via telephone, email or collaboration tools at customer site.
1st level troubleshooting of technical issue with end users and assist them as their escalation point of contact.
Hands on Desktop/Laptop PC Support Skill.
Network and PC implementation and optimisation.
Understand and detailed planning and designing for customer's PC and Network.
PC/Network/Desktop Security element configuration including day-to-day service delivery.
Migration planning and execution.
Support PC and Call Centre system (incl DC server).
Proof of concept testing and acceptance testing.
Vendor negotiation and control.
Development and implementation for new features and services.
Establish and cease PC/Desktop Security systems.
Project and service delivery schedule management.
Careful consideration to ensure profitable systems and implementation.
Utilize/update ticketing system.
Maintain secure operations and keep the environment tidy.
Documented approach for implementation and modification.
Visit customer premises when required for project or maintenance contract work incl cover staff.
Periodical status report to line manager.
Coordination of operation flow with each department and customers.
Adhoc request from your line manager
Business trips to EMEA and CIS countries.
Required Skillsets:
Wide knowledge and proficiency in PC software like Microsoft WIN 10/11, Antivirus, Microsoft 365, Windows Server, AD administration, Virtualization, Cloud(AWS, Azure), Office/Mailer, Switch/Router/IPT, Box, remote access(SSL-VPN, etc)and Firewall products.
Excellent written and verbal communication skill in English and speaking Japanese would be advantage.
Ability to investigate and source answers to various email and telephony enquiries about technical issues.
Proven customer service experience.
Strong time management/multi tasking & organizational skills
Strong work ethic.
Reliable time keeping and attendance
Solid administration background & a keenness to get involved & support all customer service areas in EMEA.
Attend customer meetings for projects or maintenance contract work.
Maintain relevant customer maintenance documentation on file server.