L1 Desktop Engineer needed at Motus Aftermarket Parts

Specific Role Responsibilities    

• Respond to all assigned Helpdesk tickets regarding hardware, software, and networking meeting set SLA’s based on call category and classifications
• Problem solving and issue resolution through effective diagnostic and troubleshooting
• Liaising with other functional leads and systems owners as required during service request fulfillment and incident response
• Direct unresolved issues to the next level of support personnel
• Perform special tasks as assigned
• Guide users and orient them on all IT systems, systems usage and IT processes. Walk them through installation and configuration of applications and computer peripherals
• Participate in project delivery completing tasks as assigned by project management
• Help create technical documentation and manuals
• Perform Systems Administration and Maintenance as assigned by ICT Service Delivery Manager External

Qualifications and Experience    

• IT Qualification / Certification
• ITIL Foundation – Essential
• Driver’s license – Essential
• Own vehicle
• Clear criminal record
• 3 Years Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows OS environments
• Excellent problem-solving and multitasking skills
• Physical IT infrastructure
• Client / Server applications architecture
• Internet technologies
• MS Desktop Operating systems
• Office 365
• Antivirus and firewall knowledge
• Experience of mobile devices
• Knowledge in the use of a call logging tool
• Working knowledge of remote support tools
• Printing and Automation

Skills and Personal Attributes    

COGNITIVE COMPETENCIES

• Possess the ability to analyze and troubleshoot complex problems, then propose solutions or recommendations.
• Attention to detail and a strong affinity for a structured approach

INTRAPERSONAL COMPETENCIES

• Positive attitude, commitment, and confidence
• Integrity
• Able to function well under pressure
• Action oriented and passionate about customer service

INTERPERSONAL COMPETENCIES

• Attentiveness
• Ability to “read” customers
• Keen and patient listening
• Empathy
• Team work and positive interaction with colleagues

COMMUNICATION COMPETENCIES

• Strong written and verbal communication skills. The ability to express thoughts clearly, listen carefully, and respond appropriately. Present clear communication to reduce misinterpretations or misunderstandings