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As an IT Engineer, you will be pivotal in resolving complex technical issues and delivering advanced technical support to our clients. Your role involves troubleshooting, diagnosing, and resolving escalated incidents to ensure minimal downtime and maximum customer satisfaction.
Key Responsibilities:
- Technical Expertise: Utilize your extensive technical knowledge to troubleshoot complex IT issues across various technologies, including Windows Server, Active Directory, Microsoft 365, and network infrastructure.
- Problem-Solving: Apply a systematic approach to identify root causes, implement effective solutions, and prevent recurring issues.
- Customer Focus: Foster strong relationships with clients by providing exceptional customer service, clear communication, and timely resolution of issues.
- Incident Management: Manage and prioritize incidents, escalate issues as necessary, and document resolutions to enhance future support.
- Security: Stay current with the latest security threats and implement best practices to safeguard our clients' systems and data.
- Continuous Improvement: Proactively seek opportunities to improve our support processes, documentation, and knowledge base.
- Teamwork: Collaborate effectively with team members to share knowledge, resolve complex issues, and deliver outstanding service.
Required Skills and Experience:
- Extensive technical expertise in Windows Server, Active Directory, Microsoft 365, and networking technologies.
- Proven experience in troubleshooting complex IT issues.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills.
- Ability to work independently and as part of a team.
- ITIL Foundation certification or equivalent experience.
