Senior IT Service and Support Engineer 80-100%

The Senior IT Service and Support Engineer holds the reins for delivering top-tier IT support to the internal clientele across the organization. This role is fundamental in driving customer experience, expertly managing and resolving the most complex IT issues, and ensuring efficient service delivery. The Senior Engineer manages all technical aspects of internal and external meetings and live events, demonstrating proficiency in related technologies and commitment to customer satisfaction. The holder of this role provides support to our top executives (ExCo), the CEO Office and the Board of Directors for all technical issues.

What you will do

• Act as the subject matter experts in providing top-tier IT support to our internal clientele that spans across the breadth of our Corporate Centre.
• Resolve intricate IT challenges and service requests, capitalizing on a deep understanding of our product, service, and support policy landscape. diagnosing and troubleshooting multifaceted problems, which necessitates
• Comprehensive management of the technical side of internal and external meetings and live events, including coordinating and overseeing the technical aspects of advanced live events, demonstrating exceptional professionalism, reliability, and creativity under high-pressure situations. With a keen eye for the latest audio-visual trends, they constantly innovate to elevate our event experiences.
• Interact with all levels of staff, including ExCo and Board members
• Be part of a team responsible for ExCo and Board member support of all technologies and communication during critical incidents.
• Deliver excellent customer service and treat every customer request, irrespective of the requester's position within the organization, with the same degree of urgency and importance.
• Manage the incident management process by efficiently handling incoming service requests, consistently meeting or exceeding service level expectations. This diligence helps to drive customer satisfaction by providing precise, articulate information through written and verbal communication channels while maintaining a strong focus on customer needs.
• Promote a culture of continuous learning and improvement within the team

What you bring

In-depth knowledge of :

Windows OS (Windows 11)

Mac OS

M365 Suite

PC\Laptop hardware

PC\Laptop peripherals, including printers

Mobile devices (iOS, Android)

Network infrastructure