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IT Support Engineer
2 months ago
- Handle incident reports and service request tickets. Independently evaluate, diagnose, analyze the root cause, and provide solutions to encountered problems using structured incident resolution approaches.
- Provide emergency response and escalate complex problems to the next support level.
- Manage incident reports and service requests within agreed SLA.
- Contribute to the teamâs knowledge base development and ensure know-how transfer to and within the team. Develop and record template solutions for known problems.
- Maintain effective working relationships with other support teams, IT departments, business units, and external service providers.
- Update skill set by keeping up with technology changes and industry trends. Attend training as per the professional development plan.
- Adhere to existing K + N Guidelines, Standard Operating Procedures, internal processes and working instructions.
- Follow the pre-aligned monthly shift plan. Team is providing support coverage Monday â Friday from 8 AM to 8 PM with two 8h shifts: morning shift 08:00-16:30 and evening shift 11:30 â 20:00.
- Professional education or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Have strong critical thinking, analysis, and problem-solving abilities.
- Be able to learn quickly, internalize new knowledge and become proficient with unfamiliar systems.
- Proficient in English language, both written and verbal. Know how to communicate clearly and efficiently and adjust communication style according to the situation.
- Able to work both independently and as part of a team. Be able to self-organize and have good time management.
- Familiar with Object Oriented Programming methodologies (preferably Java).
- Familiar with relational database technologies (Oracle preferred), including intermediate or higher level of SQL.
- Basic experience and understanding of Unix/Linux operating systems.
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