Technical Support Engineer (Tier 1) On Site - Kingston/Montego Bay

Technical Support Engineer (Tier 1) On Site - Kingston/Montego Bay

Innovative Corporate Solutions Ltd. (ICSL) is an organization that specializes in providing ICT infrastructure services. Our goal is to assist our clients in finding and implementing the most appropriate infrastructure and digital technologies to address their business challenges. We offer comprehensive ICT support to our clients, including the selection, customization, design, installation, repair, and deployment of their information systems. Since our establishment in 2003, we have maintained our reputation for delivering top-notch expertise and outstanding service. We welcome you to join our team of experienced professionals who are dedicated to delivering excellence to our clients.

The desktop Technical Support Engineer will be required to provide practical and theoretical support through the review and implementation of technological solutions, you will interact with customers. As IT professionals, desktop support engineers fix issues with a company's desktop computers, laptops and mitigate security and server issues that affect business networks

Key Responsibilities/Major Tasks: 

Technical Support

• Perform remedial mitigation and corrective action for incident requests.
• Provide, onsite and offsite support to clients, along with conducting site assessments and visits when necessary.
• Address and resolve service requests and provide end-user support to clients and staff.
• Provide support in setting up profiles, emails, and user accounts for systems.
• Diagnose and troubleshoot hardware, software, network, and system issues.
• Manage and maintain user accounts in Active Directory and provide helpdesk support via phone, email and chat.
• Troubleshoot user problems relating to software applications, operating systems, intranet/internet access, security access, and peripheral devices (POS, Printers)
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Manage all open tickets and ensure customers get regular updates regarding case status.
• To support daily technical support activities for desktop, data, and server management
• Maintain technical documentation in association with other functional departments
• Ability to perform remote troubleshooting and provide clear instructions
• Knowledge of network security practices and anti-virus programs
• Perform daily  check on Backup and Security Applications

Quality Assurance

• Adhere to standard procedures of the organization when resolving/escalating issues.
• Monitor users’ system issues until they are resolved by adhering to the agreed timelines.
• Ensure all relevant information is documented to prioritize and resolve service requests obtained (i.e. issue, severity, location, and impact)

Communication

• Provide prompt and accurate feedback to customers.
• Set tasks and reminders for follow-up with contacts. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge and findings in the form of notes, manuals, and accurate reports. Ensure reports are submitted in a timely manner.
• Promptly follow standard procedures and escalate unresolved issues to appropriate internal teams/departments (e.g. Software Developers)

Technical Knowledge and Development

• Complete product training and certification to ensure that your knowledge of relevant technologies is current.
• Develop technical/commercial competencies within the scope of this role, self-sufficiency, and willingness to acquire new and additional skills.
• Demonstrate sound knowledge of IT Security.
• Demonstrate knowledge of IT Networking.

Knowledge, Skills, and Abilities:

• Excellent communication skills including written and oral, with a focus on report writing, presentation, process flows, and the ability to present ideas in user-friendly language/format.
• Exceptional customer service orientation – pleasant and helpful personality, anticipative and responsive to internal and external stakeholder requests and needs.

Education, Certification & Training

• Associate/Diploma/BSc in Computer Science
• CompTIA A+ N+ Certification or Related Certification
• A minimum of one (1) years' experience in a similar capacity.
• Proficient in the use of Microsoft Suite and tools (i.e. Excel, Word, PowerPoint, Teams)

If this role is of interest to you, kindly apply via ICSL's career portal no later than May 15, 2024.

We appreciate your interest in the position, but please note that only applications submitted through ICSL's career portal will be considered. 

https://innovativecorporatesolutions.bamboohr.com/careers/62

Please use application link provided