Local IT Support Engineer

• Supporting a Local IT infrastructure to enable the usage of the business applications needed to run ONE business at the local offices.

Primary Job Responsibilities and Measurement

• The local Support Engineer is responsible for maintaining and extending the IT Infrastructure at the local offices of ONE. These services include local network connections, server rooms and local used applications. Depending on requirements of local circumstances, additional services could be included like telephone lines (analogue or digital), Faxing, Copying, etc.

System Management (40%)

• Managing and maintaining all IT systems, such as workstations/laptops, for the total user community remotely and on site. First and Second Line Support – Supporting individual users (internal customers) by solving all kinds of IT problems raised as well as answering IT related questions asked by users.

Incident Reports (40%)

• Receive reports of IT incidents from users verbally on location or by telephone/email and create a record for each one in the IT incident monitoring system.
• Accurate and timely incident reporting

User Support and Incident Management (20%)

• Maintain the IT incident monitoring system with changes to the status of each incident, such as follow-up, resolution and closure.Speed of closing an incident after resolving
• Customer Satisfaction