One of our prestigious clients in UK is looking for "Senior Systems Support Engineer (Level-3, NOC)" to work in their Colombo office immediately.

SALARY: LKR 220,000

ROLES & RESPONSIBILITIES:

• Diagnose and resolve technical hardware and software issues, as far as remote support could be extended to ensuring highest level of customer satisfaction.
• Timely escalations of support requests to internal/external support personnel in case of lack of competencies or outside the service scope.
• Taking ownership, monitoring and tracking of open cases, emails in helpdesk email box and responding to support requests in a timely manner according to the defined SLA’s.
• Research problems using available information resources.
• Adapting to changes in standards, processes and job role based on company requirements.
• Adhere to service desk procedures at all times.
• Respond to requests for technical assistance in person, via phone or electronically on time.
• Communicate the progress of resolution to end users and supervisors in a timely manner and make sure the customer is kept in the loop throughout the support life cycle.
• Log and update all help desk interactions on the provided CRM.
• Stay current with system information, changes, updates and the latest technological advancements.
• Communicating solutions, problems, recommendations, training needs and opportunities to the immediate supervisor.
• Documenting necessary guides and maintaining IT Audit system.
• Track and route problems/requests and document resolutions with the provided CRM.
• Obtain Microsoft & other related technical certifications.
• Achieve objectives set during employee evaluations/appraisals.

QUALIFICATIONS & EXPERIENCES:

• BSc/Diploma in Information Technology.
• Minimum 2+ years’ experience in a similar role providing systems and network administration.
• Excellent communication skills in both spoken and written English are a MUST.
• Extensive knowledge and experience in Windows XP, Vista, Windows 7, Windows 8 platforms and knowledge in MAC OSX environment.
• Advanced knowledge and experience in MS Windows Server Platform (2003/2008, SBS Server).
• Advanced knowledge and experience in MS Exchange 2003/2007/2010 platform and knowledge in Forefront, SCOM, SCCM would be an added advantage.
• In depth knowledge in TCP/IP, DNS, DHCP, IIS, TMG, ISA MS Active Directory, Group policies, LAN, WAN technologies, CISCO device configuration and troubleshooting.
• Knowledge in open source technologies, Antivirus products, Data backup and recovery technologies, Blackberry services.
• Willingness to learn new technologies.
• Excellent communication and customer service skills.
• Willingness and able to work in a 24X7 rotating roster.
• Ability to understand British accents.
• BSc/Diploma in Information Technology.
• Minimum 2+ years’ experience in a similar role providing systems and network administration.
• Relevant vendor certifications.

Customer service

• Provide the best customer service and experience.

ISMS Responsibilities

• Implementation, operation, monitoring, review, maintenance, and Improvement of the ISMS.

* Working hours are based on the UK time zones and calendar. (shift basis)

* Working from Colombo 02 office.

HOW TO APPLY:

If you are interested, please forward your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.

(Please use the same vacancy name for your subject title for better visibility of your email)