IT Customer Service Engineer at Atlas Copco

  • With a tradition of innovation dating back to the Group’s foundation in 1873, Atlas Copco’s business has evolved into four distinct business areas, with today’s equipment delivering unparalleled levels of efficiency. After 140 years of sustainable, profitable growth, the products and services range from compressed air and gas equipment to c…

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    IT Customer Service Engineer

    • Job Type Full Time
    • Qualification BA/BSc/HND
    • Experience 2 – 5 years
    • Location Lagos
    • Job Field ICT / Computer&nbsp

    Functional area: IT

    Job title: IT Customer Service Engineer

    Division/Department: ACITS

    Reports to: IT Manager/Team Lead

    Mission

    • To improve and develop the quality and efficiency of IT Customer Services
    • Through a high level and technical knowledge and professionalism.

    Essential Duties and Responsibilities:

    • Analysing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems
    •  Handling customer technical support cases based on tickets logged to the Service Desk and accept priority changes from Team Leader
    • Assisting company staff or clients with technology-related issues:
    • Maintain code of  conduct not to jeopardise the Atlas  Copco  Group  of  Companies confidential information
    • Provide a level of user assistance in line with the “Yes We Can” principles
    • Keep up to date with technical aspects and general IT developments (including training courses where necessary in line with job responsibilities). Team Leader to approve/assign
    • Support all Hardware and Software that is supported by Atlas Copco IT Services
    • Support other hardware and software based on best effort and a short mean time to repair
    • Install and configure computer systems and applications within the company
    • Updating and closings of trouble tickets and service requests.Guiding, advising and coaching both colleagues and customers on issue and problem resolution
    • Attend to and action projects assigned to you by your by Team Leader\\\\Regional IT Manager
    • Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customers satisfaction levels
    • Collaborate with regional IT team
    • Attend weekly meetings
    • Attend monthly staff meeting

    Education and Work Experience Requirements:

    • Diploma in Information Technology or similar through experience
    • Fluency in English, spoken and written is a must. Other languages are an asset
    • ITIL Foundation
    • 2-5 years experience in first and second-line service desk with frequent customer contact or knowledge of a shared service environment.  Documented expertise in troubleshooting is required.
    • We expect you to have experience in the following areas:
    • Versions of the Windows operating system
    • Office 365
    • Lotus Notes (basic)
    • Microsoft Sharepoint
    •  Intune
    • Microsoft Teams
    • Installation and troubleshooting of software in general
    • Active Directory/One Identity access management
    • Knowledge of  mobile device configuration and software installation (IOS and Android)
    • PC support in general as per the OSI model
    •  Incident and problem management skills
    • Able to assist with user training sessions as a subject matter expert

    Characteristic Requirements:

    • Ability to work autonomously as well as in a team
    • You have to be a team player
    • Self-disciplined
    • Must be able to work under pressure
    • Independent thinking
    • Must be able to work the hours required by the job.
    • Confident, friendly, helpful, sincere and positive.
    • Ability to share ideas and thoughts on any situation relating to support and customer satisfaction
    • Be professional, express self clearly, concisely and effectively
    • A good and constant focus on customer satisfaction
    • Display leadership where you can influence a situation, so the outcome is in the best interest of the customer and the company
    • Show a level of self-management by managing one’s own technical knowledge and request for information
    • Show best practices and efficiencies in terms of planning and execution
    • Be professional in every way to invoke confidence to customers and team members
    • Show innovation and solution in daily activities
    • Communicates and Interacts at all levels to ensure support is not only delivered
    • Behave in the Atlas Copco way through the displaying of our core values

    Method of Application

    Interested and qualified candidates should apply using the Apply Now button below.
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