PR/117747 | Helpdesk Engineer

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.