IT Support Engineer

The Job in short

As an IT Support Engineer, you will work in a team of motivated, driven, and fun IT professionals within a young, growing organization and get a chance to provide the first line of support for our 1600+ end users globally.

Meet the rest of the job

You are the face and front line of ICT. You will take ownership of customer issues (Level I) reported through the ICT Service Desk and see problems through to resolution. Your goals there are to:

• prioritize urgent issues
• track and resolve tickets in a timely manner
• keep the ticket queue up to date
• effectively manage one-to-one user interactions

To help achieve that, you'll research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues. You'll follow standard procedures for proper explanation, escalation and communication of unresolved issues to the appropriate internal teams and issue stakeholders.

You'll work closely with HR to support the hugely successful onboarding process as well as offboarding.

You'll manage and track ICT inventory, most importantly making sure we know exactly what is available. You'll be involved in the purchasing lifecycle of equipment to add new stock to the inventory.

You're encouraged to bring new and wild ideas to the table when it comes to improving all things ICT.

Most importantly, you'll have fun working at Backbase!

How about you?

• A minimum of 3 years of experience in a similar role
• Evidence of tech support level of technical knowledge and troubleshooting ability
• A professional recognition in a relevant discipline, and/or industry-recognized certifications (e.g. CompTIA A+), and/or equivalent experience are a plus
• You have a basic understanding of TCP/IP networking, proxies, SSL, LDAP
• Fluent English language, written and spoken
• Excellent Communication skills
• Basic knowledge of Apple operating systems including mobile devices
• Basic knowledge of MacOS laptop troubleshooting, printers, IP phones and meeting room equipment