Helpdesk L2 Engineer (12-Month Contract)
Job Description
<ul><li>Support Desktop PCs, Telephone systems, Wireless networks and peripheral devices (such as printers, scanners, and mobile/smart phones) related to desktop Infrastructure. Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.</li><li>Identify, log and resolve technical problems with software applications or network systems.</li><li>Documentation of tickets are to be updated completely and correctly.</li><li>Identify potential changes and system improvements to present to IT Helpdesk Team Lead for consideration and implementation.</li><li>Ensure that work is carried out within agreed service levels Create, maintain, and distribute reports of progress to IT Help Desk Lead.</li><li>Achieve User Satisfaction.</li><li>Ontime logging and flogging of tickets and monitor open ticket status.</li><li>Escalate un-resolved issues to IT Helpdesk Lead on breach of tickets.</li><li>Ensuring users Emails, calls and walk-ins are not missed.</li><li>Enabling and continually improving effective, efficient, and convenient communications</li><li>Targeting 66% first line/time resolution.</li><li>Maintaining the SLA above 97 %.</li><li>Faster Resolution of Service Request / Incidents.</li><li>Increased First call closure rate.</li><li>Building good rapport with the users.<br></li></ul><p><br></p><strong>Minimum Qualifications:</strong><p><br></p><ul><li>ITIL Foundation or equivalent certification<br></li></ul><p><br></p><strong>Minimum Experience:</strong><p><br></p><ul><li>8 years of hands-on experience with Service Desk role<br></li></ul><p><br></p><strong>Job-Specific Skills:</strong><p><br></p><ul><li>Basic knowledge and experience with AD and exchange hardening.</li><li>Basic knowledge and experience with MS Exchange management and security</li><li>Basic knowledge and experience with PowerShell Scripting</li><li>Basic knowledge and experience Smart Tokens and Public Key Infrastructure</li><li>Basic knowledge and experience with Protecting Admin Credentials and PowerShell JEA</li><li>Basic technical implementation and support expertise in Antivirus, Windows 10 Deployment, and configuration.</li><li>Intermediate incident handling</li><li>MCSA core infrastructure highly recommended</li><li>Effective communication skills<br></li></ul>
