COBWEB MENA IT Helpdesk Engineer Role Profile:
Job Title: IT Helpdesk Engineer
Department: Service Excellence
Reporting to: Operations Manager
Date: March 2022
Role Purpose
Customer Value
The IT Helpdesk Engineer role will deliver to customer, service excellence, ensuring all engagements, internal and external are delivered within agreed SLA.
IT Helpdesk Engineer is responsible for adhering to internal processes and upskilling of self as per the requirements dictated by the Organization.
The IT Helpdesk Engineer provides the first line of support to customer on the Microsoft Products.
Role Dimensions
Process Management
Adhere to Company compliance guidelines where applicable. Identify areas of improvement, strict adherence to SLA and keeping abreast of department processes and Operational practices as defined.
Technical
Experience of Microsoft M365 and Azure technologies with proven capability for setup, maintenance and troubleshooting hosted and cloud-based services.
Working Relationships
Internal: All teams, including Professional Services, Sales and Finance.
External: Current and prospective Customers, Third Party Partners and Suppliers.
 
Primary Accountabilities
An IT Helpdesk Engineer is accountable for:
1. Being the first level of support for Cobweb customers, supporting and deploying solutions to customers, maximising customer satisfaction.
2. Manage, maintain, and communicate to customers about their tickets.
3. Provide escalation support by responding to escalated customer tickets, inbound and outbound calls and emails, handling the resulting Incidents, Service Requests or Orders and undertaking the incident management and request fulfilment processes.
4. Interact with Vendors and partners to address and escalate any tickets which requires such actions. Follow-up with vendors and partners and ensure regular updates are sent to customers.
5. Delivering proactive and reactive services to achieve excellent customer service and satisfaction levels through advice, updates, guidance, reporting and technical support within agreed SLA’s and business KPI’s.
6. Once an opportunity is secured, provide professional and expert technical support through the on-boarding process. The goal being a high level of customer satisfaction for any new business.
7. Deploy, provision and configure standard services and solutions to predefined requirements
8. Ensure all customer environments are documented to ensure knowledge sharing
9. Keep up to date with new technology options and best practice in the key service solutions.
10. Maintain high quality in delivery and sponsor continuous improvement. Own, maintain and adhere to all elements of the Company’s ISO accreditations including chan management.
Personal Attributes
1. Passion for Customer Service and continuously delivering Excellence
2. Resilient and remains calm under pressure . Reacts well to change and stays positive despite setbacks. Keeps difficulties in perspective.
3. Solution focused, takes accountability for own actions and constantly strives for greater results.
4. Autonomous self-starter, able to acquire new knowledge and skills quickly.
5. Confident and professional with excellent interpersonal, communication and presentation skills.
6. Customer and stakeholder focused.
7. Must thrive in a high growth, fast-paced work environment.
8. Flexible working style, able to work as a team and independently on own initiative.
9. Methodical, accurate, analytical with attention to detail.
10. A high level of customer service and business analytical and commercial awareness.
11. Sets a positive professional example to colleagues and other.
12. Ability to adhere to company processes and procedures
13. Shows a high level of Cloud product or service knowledge and has a desire to develop further.
14. Uses appropriate planning and tools to succeed in own role and consistently meet KPIâ€.
15. Demonstrates a high level of business awareness and using gained knowledge as a mechanism to progression and continuous improvement.
16. Actively engages internal and external customers through effective communication (at all levels).
 
Qualifications, Experience, Knowledge and Skills
Essential:
1. Successful proven track record in Service Desk functions and Microsoft Services delivery.
2. Minimum of 4-5 Years’ work experience in a Service Desk environment with experience in Microsoft O365 and Endpoints Support.
3. A working knowledge of Cloud services that are managed via the Cobweb.
4. Good working knowledge of O365 Console.
5. Experience in Acronis or similar backup tool.
6. Exposure to Mimecast or similar product.
7. Experience in IT billing systems.
8. Awareness and experience of using Microsoft Dynamics for support.
9. Excellent written and verbal communication skills with proven ability to communicate clearly and concisely to all levels.
10. Previous experience in a customer facing role.
11. Quick to understand and evaluate new technologies as required.
12. Ability to analyse issues, investigate, troubleshoot, identify causes, recommend solutions and implement robust resolutions with demonstrable positive customer feedback.
Desirable:
1. Degree level or equivalent experience.
2. Working experience, understanding and certification in M365 technologies, current Cloud Applications desired.
3. MCSE equivalent technical qualifications.
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