Assistant Engineer – It Operations
Current• Responding to and resolving customer inquiries and issues: This includes answering questions and providing assistance related to hardware and software problems, network connectivity, and other ITrelated concerns.• Troubleshooting and problem-solving: Identifying and diagnosing technical issues and implementing solutions to resolve them.• Providing technical support: Assisting users with the installation, configuration, and operation of software and hardware, and providing guidance and training as needed.• Creating and maintaining documentation: Keeping accurate records of customer interactions and maintaining up-to-date documentation of known issues and their solutions.• Monitoring and managing service requests: Using ticketing systems to track and manage service requests, and ensuring that requests are resolved in a timely and efficient manner.• Escalating issues as needed: Identifying issues that cannot be resolved by the help desk and escalating them to the appropriate level of support.• Keeping up with industry developments: Staying current with new technologies and developments in the IT industry to provide the best possible support to customers.• Following ITIL methodology: Adhering to ITIL principles and methodologies to ensure consistency and efficiency in incident management, problem management, and change management.• Participating in team meetings and training: Collaborating with other members of the IT department and participating in team meetings and training sessions to stay informed of new developments and best practices.
