IT Support Engineer

POSITION OVERVIEW

As an IT Support Engineer, you will play a vital role in ensuring the seamless operation of DFLOW and providing top-notch support to our customers. Your responsibilities encompass 1st and 2nd level support for DFLOW and its customers, spanning software and hardware assistance. In this position, you'll be the first point of contact for internal end-users, offering timely solutions while exercising sound judgment and exceptional communication skills. Your primary mission is to address and resolve user issues and complaints to their satisfaction, covering a range of tasks such as technical problem resolution, responsive handling of calls and emails, and meticulous documentation and tracking. Additionally, you will engage in remote desktop support and telephone help desk services, aligning with DFLOW's values and customer satisfaction expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide high-quality support services to DFLOW's customers and end-users across all tasks.
• Offer prompt solutions for issues related to DFLOW systems and products.
• Conduct remote troubleshooting through effective diagnostic techniques and questioning.
• Maintain detailed records of support calls within DFLOW's designated service desk systems, prioritising and escalating tasks when necessary to ensure swift resolution.
• Identify recurring issues and create documentation to address these common problems, promptly notifying management of emerging trends or unusual activity.
• Keep customers and management informed about the status of ongoing resolution efforts and attend scheduled meetings as required.
• Recommend potential enhancements to products or systems, including procedural improvements, enhanced training, and comprehensive documentation.
• Access software updates, drivers, knowledge bases, and FAQs to assist end-users.
• Assist in the testing of newly designed products to ensure operational integrity.
• Effectively communicate ideas, expectations, and goals while collaborating with others to achieve desired outcomes.
• Identify and suggest procedural improvements based on experience.
• Relay customer feedback and suggestions to the relevant internal teams.

DISCRETION/LATITUDE/DECISION-MAKING

• Collaborate with team members to establish best practices and make informed decisions.
• Act independently when necessary.
• Uphold DFLOW's corporate values and policies.
• Serve as the initial point of contact for customers seeking technical assistance via phone or email.
• Determine the best solution based on the issue and customer information.
• Guide customers through the problem-solving process.
• Escalate unresolved issues to higher-level IT personnel.
• Provide accurate information about IT products or services.

MAINTENANCE

• Upgrade and configure system software supporting DFLOW and its customers' applications as directed by senior IT staff.
• Maintain operational, configuration, or other procedures as directed by senior IT staff.
• Conduct periodic performance reporting to support capacity planning as directed by senior IT staff.

RESPONSIBILITY/OVERSIGHT –FINANCIAL & SUPERVISORY

• Functions as an IT team member reporting to the DFLOW IT Manager or, in their absence, the Head of Software or Head of Technical Services.
• Technical assessments of project plans/designs are subject to approval by the DFLOW IT Manager or other Senior Management.
• No budgetary responsibilities.

WORKING CONDITIONS/PHYSICAL EFFORT

• Occasionally required to work evenings and weekends, sometimes with short notice.