Remote IT Support Engineer

Summary

Join our team as an IT Support Engineer and contribute to delivering exceptional IT services remotely. As a key member of our team, you will work closely with a major client's IT team on site, handling Service Desk calls, managing incident resolution workflows, and supporting end users effectively.

Requirements

• University degree in IT or relevant discipline
• Minimum 7 years of relevant working experience in IT
• Excellent experience with IT user support
• Excellent experience with Service Now, opening tickets, forwarding as well as resolving them
• Excellent experience with Confluence and Jira
• Excellent experience with user support documentation, including the creation of SOPs and user manuals
• Experience with Backup and restore and system administration in Linux/Windows
• Good Knowledge of cloud environments and deployments (Preferably AWS)
• Excellent command of the English language

Responsibilities

• Handle Service Desk calls
• Manage incident resolution workflows
• Support end users effectively
• Create, manage and automate tickets within ServiceNow
• Automate existing workflows including automating ticket creation and management in ServiceNow while improving the quality of service delivery
• Handle incoming calls using ServiceNow and task management
• Create relevant documentation as well as user manuals