Systems Engineer

This role will provide infrastructure support through the identification, prioritization, and resolution of problems. Additional responsibilities include administration, maintenance and implementation of servers and network/telecommunication devices. High proficiency with LAN/WAN, wireless networks, Windows networking which will includes Active directory, DNS, DHCP, WINS and Exchange is required. The System Engineer reports to the Senior IT Manager.

Specific Responsibilities :
Daily Operational duties
• Dealing with incoming incidents in a professional, courteous manner in ServiceNOW, over the phone and via email
• Taking ownership of incidents and managing them in a logical and methodical manner
• Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution
• Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues
• Liaise with global IT teams.
• Provides level 1 and 2 IT Helpdesk support to local and remote offices
• Manage vendor relationships for outsourced support services
• Provides support for video conference issues
• Assists with backend technology implementations and support
• Manages day-to-day system backups

Desktop Image Management
• Setting up Computer Systems/Laptops.
• Software Installations/Upgrades for Users in Network.
• Assists with laptop and desktop hardware life cycle management