About The Role
We are looking for an IT Support & Professional Engineering Services Engineer to provide technical support and engineering solutions across the region. This role involves pre-sales support, solution implementation, and ongoing maintenance of both customer and internal IT systems. The ideal candidate will have a strong background in IT and engineering, excellent problem-solving skills, and a focus on customer service. You’ll work in a collaborative environment where effective communication, teamwork, and self-discipline are essential. If you're seeking a role with technical challenges and growth opportunities, apply now!
Key Responsibilities
General
- Remote support for internal & external customers to investigate faults, coordination of resolution path and best course of action for remediation.
- Maintain accurate records with timely reporting on service tickets, inventory logs and audit history of hardware and systems/services.
- Proactively identifies issues that may affects systems or services and ensure recommendations are put in place to mitigate and prevent recurrences.
- Maintains an in-depth knowledge of current and innovative technologies applicable to business requirements.
- Liaise with 3rd party vendors.
- Provision of user training both internally & externally.
- Ensure compliance with relevant policies, regulations, and security standards.
IT Support
- Assistance to employees with office hardware and software pre-builds, remote implementation of networks, software and or configurations.
- Ability to manage, support and fault find Microsoft Office365, Azure & other third-party APIs and/ or cloud platforms.
- As part of a team responsible for supporting, configuration, and maintenance of network Systems. In addition, support of security industry enterprise product lines, technical and ongoing training and support will be provided.
Professional Engineering Services (PES) Support
- Provide software & technical support to clients, vendor-partners, sub-contractors, and internal teams regarding engineered solutions, software, and systems.
- Assist in the implementation and configuration of engineering solutions, ensuring they meet client requirements and expectations.
- Collaborate with project teams to define project scope, deliverables, and timelines for successful solution deployment.
- Build and maintain strong relationships with clients by understanding their needs and providing responsive support and solutions.
- Act as a trusted advisor to clients, offering insights and recommendations to optimise their engineered security solutions.
- Assists in maintaining customers software licensing life-cycle processes to be in line with manufacturers guidelines and specifications.
Who You Are
You are a seasoned professional with extensive technical experience, possessing a deep understanding of engineering principles and tools relevant to the industry. With over 3 years of experience in technical customer support, you bring strong expertise in IT support fundamentals, including hardware, software, networking, and security concepts. Your troubleshooting skills are exceptional, allowing you to quickly diagnose and resolve complex technical issues, ensuring minimal disruption and maximum client satisfaction.
Professional Experience:
- Technical Experience: Strong background in engineering and IT support with a proven ability to manage hardware, software, and network issues across various environments.
- Problem-Solving: Highly skilled in analyzing complex problems, identifying root causes, and implementing effective solutions.
- Customer Service: Committed to delivering top-notch customer support, you possess the ability to understand client needs, manage expectations, and provide prompt and effective assistance.
Key Strengths:
- Communication: Your ability to communicate technical information clearly, both verbally and in writing, ensures effective interactions with clients and colleagues alike. You listen actively, ask insightful questions, and relay complex concepts in simple terms.
- Collaboration & Teamwork: You thrive in cross-functional teams, working alongside engineers, IT specialists, and other departments. Sharing knowledge and fostering a collaborative environment are natural to you, helping to drive continuous learning and improvement.
- Project Management: With a solid foundation in project management, you can coordinate technical initiatives, prioritize tasks, manage dependencies, and meet deadlines, all while maintaining a high standard of quality.
Adaptability & Growth:
- You embrace change and adapt quickly to shifting priorities, technologies, and work environments. Your willingness to continually update your skills ensures that you remain aligned with evolving industry trends.
Additional Skills & Attributes:
- Organizational Expertise: Your attention to detail and strong organizational skills enable you to maintain precise documentation, records, and processes, ensuring that everything runs smoothly.
- Tech Proficiency: You possess advanced computer skills, including expertise in MS Office tools such as Word, Excel, PowerPoint, and Outlook, ensuring seamless execution of your tasks.
- Client-Centered: You consistently meet or exceed service expectations, achieving high customer satisfaction and maintaining the company’s reputation for quality support.
With a focus on continuous professional development and high standards of work, you’re primed to thrive in a fast-paced, dynamic environment, making a significant impact while delivering exceptional results.
