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, local@manpowersrilanka.com

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