Major Functions

Primary responsibility will be to handle support calls from employees of Crescent Petroleum and/or its various affiliate companies.
This includes hardware (laptops, desktops, smartphones, printers, etc.) and software (Operating System, Applications including but not limited to MS Office Suite, Mobile Apps, etc.) support.
Support Calls will be handled by phone, in person or remotely. All Support calls will have to be logged into the IT ticketing system and closed in a timely manner as per predefined SLAs.
Will provide Level 2/3 IT support to all users.
Will work closely with the Senior Systems Engineers and provide Administrative support on servers such as SharePoint, File servers, etc. when required.
Will handle the installation and configuration of servers and server applications in conjunction with the Senior Systems Engineers when required.
Reports to the Manager, IT Infrastructure.

Essential Funtions

Primary Duties and Responsibilities

Respond to requests for technical assistance from users within the organization in person, via phone or remotely.
Diagnose and resolve technical hardware and software issues.
Identify and escalate situations as required.
Perform routine hardware and software installations on desktops, laptops and/or smartphones.
Troubleshoot Email related issues on client devices.
Provide Level 2/3 IT support for all users.
Provide prompt and quick service to users.
Provide orientation on IT products and technologies in use in the organization to new staff.
Provide Support and assistant to System Engineers and IT Managers when required in setting up or troubleshooting servers and/or server applications.

Reporting and Working Relationships

Reports to the Manager, IT Infrastructure.
Liaises and coordinates with the Senior Systems Engineers to resolve issues/problems facing users.
Liaises with external suppliers to secure IT products and services.
Exhibits and maintains an excellent relationship with all Crescent staff.

Continuous Improvement of Position

Ensure that for every issue that is escalated, he/she follows up with the concerned Senior Systems Engineer so that they are informed on how the issue was resolved. He/she should then be able to handle similar issues themselves in future. In this way they will ensure that they are continuously learning and adding to their experience and skillset.
Conduct regular research on contemporary IT practices particularly those related to user devices such as laptops, desktops, smartphones, printers, scanners, etc. Recommend subsequent actions.

Minimum Educational, Technical Qualifications/Certifications Required

Bachelor’s degree in Information Technology or equivalent discipline
Additional Microsoft certifications such as Microsoft Modern Desktop, Microsoft Office Specialist, A+, etc. will be an advantage.
Experience with Microsoft Office365 will be an advantage.
3 to 5 years’ experience in IT User Support
Driving license is a must.

Support Engineer