In collaboration with the Group ICT Team, the IT Support Engineer will provide the 1st and 2nd Level IT support for all NETIS Group users through the IT service Management, the Engineer will also participate on the group IT projects, migrations, upgrades.

• Manage end-user issues raised to Service Desk (Level 1 and Level 2) through tickets and calls
• Handle incoming calls from end-users in a professional manner and within the defined SLA and KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk to other teams in 3rd level (Infrastructure and Network teams)
• Act as the 1st point of contact for all IT related issues or requests
• Create and modify user accounts for Active Directory and all applications
• Ensure full compliance with the Information Group Security policy and procedures

And more !

• Bachelor’s Degree in IT systems and Network
• Appreciated certificates: CCNA/CCNP, MCSA/MCSE, ITILv4
• Fluent English-speaking level
• At least 3 years’ experience as an IT Service Desk or IT support engineer
• Experience in multisite environment
• Familiarity with Microsoft infrastructure including Active directory and related services.
• Good Knowledge in Networking, routing, and switching.
• Cyber security experience and Firewall management.
• Good understanding of Virtualization VMware and Azure Environment
• High analysis skills for incidents troubleshooting.
• Good interpersonal relationship
• High degree of Integrity.
• Ability to work under pressure.