The System Engineer L1 - L2 - L3 is responsible for resolving incidents or issues encountered by users at their designated IT workstation.
Key responsibilities
Incident management:
Identify and analyse incidents reported by users
Resolve incidents within your area of expertise either remotely or in person using the provided documentation
Manage the flow of users visiting the IT Corner, especially during peak times, by effectively communicating and providing excellent customer service
Escalate unresolved issues to the appropriate support group
Provide advice to users and ensure their satisfaction
Request management:
Fulfil planned user requests within the expected timeframes
Perform installations, removals, relocations, and modifications of Hardware or software configuration elements
Handle the initial management of used items, including cleaning, Storage, packaging, and returns
Documentation and reporting:
Provide comprehensive reporting of all activities in the tools provided and to your direct manager
Update asset management or stock management information in the relevant tools
Contribute to the improvement of documentation through feedback
Skills required
MS Windows 10/11 - general knowledge
O365 - General knowledge
Intune - Basic knowledge
Laptops & mobiles devices (Android, iOS)
ServiceNow
Working hours: Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).