About the job
A leading teacher training institute is expanding its team and is seeking dedicated ICT Support Engineers to join their organization. The ICT Support Engineers will report directly to the IT Service Delivery Manager within the Service Management Department. The primary role involves engaging with customers to understand and fulfill their IT service needs, providing ICT support to various stakeholders, diagnosing issues, proposing suitable solutions, and escalating matters to suppliers as necessary. Additionally, this role will focus on managing IT assets, developing essential technical knowledge, ensuring rapid resolution of equipment and service failures, and collaborating closely with the service desk team, engineers, and management to ensure optimal operations and excellent end-user satisfaction.
Key Responsibilities:
- Address customer service calls and inquiries related to all IT issues and complaints in a professional and pleasant manner.
- Collaborate with the IT Service Desk and technical support teams to deliver high-quality IT customer service to the NIE, ensuring efficient and seamless service delivery to the NIE community.
- Fulfill service requests and provide technical support for IT incidents through various customer contact points by engaging in technical analysis and resolution.
- Generate valuable insights for service improvement by analyzing issues encountered at the Service Desk.
- Meet Service Level Agreement (SLA) targets by tracking assigned tasks and providing timely reports.
- Document IT-related problems and resolution procedures in a Knowledge Base for future reference.
- Maintain a centralized database of IT assets.
- Monitor asset performance and suggest corrective measures.
- Identify opportunities to enhance the efficiency of unused or underutilized technology assets to maximize return on investment.
- Review asset policies and recommend potential adjustments.
- Engage in IT-related initiatives and projects that promote greater efficiency and effectiveness within the division.
- Contribute to the continuous improvement of IT services and processes by participating in ideation activities or project groups.

