IT ServiceDesk Support Engineer

Organization: Yas
Position: IT ServiceDesk Support Engineer

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in:
  • Computer Science
  • Information Technology
  • Software Engineering
  • Or a related field
• At least 2 years of work experience in an IT Service Desk Support Engineer role will be an added advantage.
• Excellent working knowledge of relational databases, including:
  • MySQL
  • MS SQL Server
  • Oracle
• Knowledge of:
  • SQL
  • ORM

CORE RESPONSIBILITIES

• 24/7 monitoring of all YAS critical applications.
• Deal with incoming faults in a professional and courteous manner over the phone and via the ticketing tool.
• Take ownership of faults and manage them in a logical and methodical manner.
• Correctly log incidents and faults, categorising and prioritising them in line with team procedures.
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Manage faults through their entire lifecycle, from the first point of contact through to resolution, proactively.
• Diagnose and resolve problems to the customers' satisfaction.
• 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.

COMPETENCIES

• Experience in system testing and monitoring.
• Good knowledge of system integration and its standards.
• Basic knowledge of networking, including:
  • OSI network layers
  • TCP/IP
• Team player with a high level of integrity.

EQUAL EMPLOYMENT OPPORTUNITY

“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.”

Only shortlisted applicants will be contacted.