Support Engineer

• Responsible for application and technical support to users at relevant client site/s
• Providing technical support onsite or via remote-access systems, ensure prompt response and resolution of client support requests and service tickets
• Successfully perform the full range of defined tasks (from monitoring and maintaining to repairing / resolving hardware malfunctions, software issues, networking problems, etc. - associated with the client installed hardware and software on a continual basis)
• Successfully installing and configuring client computer hardware, software, systems, networks, printers and scanners; ensuring that the agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed
• Ensuing the application of the necessary due diligence by meeting with clients to diagnose software, networking or hardware issues prior to the application of a possible resolution
• Maintaining good client relations
• Tracking and managing work records, as well accurately compiling reports, including job reports

Tech Officer – Technical Support

• Provide first-line support to users via phone, email, and remote support tools.
• Troubleshoot and resolve issues across desktop, server, network, and cloud environments.
• Log, manage, and own support requests through to resolution or escalation.
• Communicate with users in a clear, professional, and friendly manner at all times.
• Assist with procurement queries, software licensing, and general IT advice.
• Maintain documentation and knowledge base articles.
• Set up and configure new desktops, laptops, and printers.

1st Line Technical Support Engineer

• Provide advanced technical support across Windows and macOS environments.
• Act as an escalation point for unresolved 1st Line support issues.
• Troubleshoot and resolve complex technical incidents across desktop, server, network, and cloud environments.
• Support the deployment of software updates, patches, and system improvements.
• Assist with maintaining and troubleshooting networking issues, including Wi-Fi, LAN, VPN, switches, and firewalls.
• Configure and support network printers and peripheral devices.
• Administer and support backup and restore processes.
• Maintain and improve support documentation and internal knowledge base articles.
• Collaborate with wider technical teams to identify recurring issues and improve service delivery.
• Participate in IT projects, migrations, and technology initiatives.
• Provide occasional out-of-hours support when required.

2nd Line Technical Support Engineer

• Owning, troubleshooting, diagnosing, and resolving problems to successful closure
• Ensuring timely escalation of issues
• Assisting colleagues and coaching them to expedite case resolution
• Documenting solutions and producing written guidance on resolution steps
• Reporting issues and recommending process improvements
• Identifying training gaps and recommending areas for improvement
• Contributing to case reduction initiatives

Tier 2 Support Analyst – Accounts

• Deliver outstanding technical support via emails and phone calls;
• Troubleshoot complex technical issues;
• Provide technical support with networking, cloud products;
• Escalate incidents clearly, including impact, timeline, and reproduction steps;
• Ensure smooth troubleshooting for customer events, while working closely with internal teams.

Cloud Support Engineer, Fluent English

• Installing, Configuring, Maintaining and Troubleshooting of user workstations, laptops on company infrastructure.
• Ensuring correct software is loaded onto the user’s machine before delivery.
• The use of Intune and the understanding of the processes and general functionality of it.
• Front Line Desktop Support via Chat Support or Jira Service Management initiated requests
• Troubleshoot problems via Teams, in-person remote desktop technologies
• Company Infrastructure monitoring and proper escalation of alerts on systems like Grafana, Kibana and Nagios
• Office365, Exchange on-prem and Exchange365 experience.
• Microsoft Entra and Active Directory administration.
• User Rights Management via group membership changes in Active Directory and Entra
• Corporate and Call Centre applications support, troubleshooting and issue escalation
• Knowledge and experience on Windows 10, 11 and Mac
• Ability to diagnose and fix Hardware problems, ability to replace hardware parts.
• Exposure and knowledge of Printers, Networks, WI-FI, Bluetooth, Hard-drives and laptop internals
• Good knowledge of Dell products
• Keen learner, able to apply new technologies/methods as they become available.

IT Support Technician

• Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.
• Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.
• Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach.
• Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed.
• Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end.
• Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward.
• Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support.

Support Engineer, SA

• Deliver outstanding customer and technical support via emails
• Escalating complex cases to the internal team
• Assisting customers with inquiries regarding device operating system, billing, refunds, cancellations, policy questions
• Handling L1 support inquiries and escalation if needed to the internal T2 team
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI

Technical Support Consultant, Fluent English

• Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.
• Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice)
• Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals.
• Analyse customer support cases to determine new features to be logged for development and deployment/software errors to be logged for immediate fixing.
• Provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding).
• Be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.

Technical Support Consultant

• Manage and maintain VMware virtual infrastructure environments and associated virtualization solutions.
• Design, implement, monitor, and optimize virtualization infrastructure for performance, scalability, and resilience.
• Ensure high availability and operational continuity of virtualized environments.
• Oversee enterprise backup infrastructure and disaster recovery solutions using Veeam Backup & Replication.
• Administer and maintain backup systems for enterprise and operational technology environments.
• Manage user backup infrastructure and ensure backup integrity, retention, and recovery procedures are effective.
• Administer IBM storage infrastructure, including storage arrays, tape systems, fibre infrastructure, and associated hardware solutions.
• Manage server hardware infrastructure and associated technologies.
• Monitor infrastructure health, capacity, and performance across systems environments.
• Perform upgrades, patch management, troubleshooting, and preventative maintenance activities.
• Execute infrastructure-related projects and special assignments as required.
• Liaise with, coordinate, and manage third-party contractors and service providers.
• Participate in infrastructure planning, implementation, and continuous improvement initiatives.
• Maintain accurate and up-to-date MIS operational and technical documentation.
• Ensure compliance with company policies, standards, and operational procedures.
• Adhere to Air Products’ safety standards and Basis Safety Practice (BSP) activities.
• Support audit, compliance, and risk management activities where required.
• Participate in standby, after-hours support, rotational on-call duties, and weekend support where required.
• Travel to operational sites as required to support infrastructure operations and projects.

Specialist Support Engineer – Systems Virtualization, Storage Infrastructure

• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

After Hours IT Support Technician II

• Responsible for application and technical support to users at relevant client site/s.
• Identification, diagnosis and resolution of computer hardware, software, services, and applications
• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

• Responsible for application and technical support to users at relevant client site/s.
• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

Tech Officer, Technical Support

• Responsible for application and technical support to users at relevant client site/s.
• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.

• Responsible for application and technical support to users at relevant client site/s.
• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Support Technician, Tier I

• Help clients manage their technology
• Support employees and respond to day-to-day support needs
• Field incoming calls and assist with e-mailed tickets
• Assist and mentor Support Technicians I
• Handle support tickets and work to resolve client issues within SLA times
• Create tickets, document notes, and accurately track time
• Escalate requests or tickets to Team Lead with detailed notes
• Train users in supported software & hardware
• Vendor management for client-related support ticket resolution

IT Support Technician II

• To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests at 3rd line, within agreed Service Levels and with a focus on continually improving Customer Experience across the Discovery global user community.
• Actively support ongoing Shift-Left Initiatives to ensure improved capabilities within Remote Support, Service Desk and optimized Level Zero support offerings.
• Act as a project resource for all Technology Service Project Roll Outs, Service Improvements and New Service Take-Ons.
• Ensure the clients required IT functionality is met with no redo of work.
• Resolve logged tickets according to the service Level Agreement.
• Work within a team to contribute to the Department’s service delivery.
• Contribute to the overall team performance by meeting individual SLA each month.
• Escalate problematic incidents timorously.
• Support to back-office teams with all outages at main office/ Franchise offices and Satellite offices. This includes but is not limited to Networks, Audio Visual, Data Centre, SRMT, Security.
• Liaising with 3rd party vendors.
• Complete all projects or tasks successfully within the time frame assigned.
• Travel and support of regional Franchise office’s including Discovery Stores and qualifying remote sites. Duties include but not limited to desktop support, server support and maintenance, data centre support and maintenance, site moves, new site setups and remote support.

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