Support Engineer

Purpose of Role:

The NCI Support Engineer role is bringing the support and maintenance services to regional, global and DDC’s platform teams in the services provided by NCI to the organization’s end-user Infrastructure environment.

Job Role and Responsibilities:

Scope:
• The NCI Support Engineer will work closely with the internal end users and operation areas on the DDCs
(Colombia and Philippines)
• The services will be provided to local and worldwide Inchcape markets as required.
• Will support, operate NCI services directly to the Regional, global or DDC teams.
• Active participation on the projects, supporting the services flows to incorporate the new projects into the
support provisioning service.
• Will work in the On Premise, Cloud, Infrastructure and Network services

Strategy & Planning
• Participate in key process improvements.
• Collaborate with operation engineering, business application, and database administration function to
ensure availability, reliability, and scalability of corporate servers to meet business demands.
• Implement policies and procedures.
• Monitoring all services and hardware and manage the escalation to the 3rd party service provider

Operational Management:
• Provide timely response to customer escalations.
• Manage ticketing tolls.
• Implement the digital flows to bring the NCI service support
• Escalate issues to the 3rd party service provider.
• Monitor and test system performance and provide performance statistics and reports.
• Manage the identity process and support the infrastructure.
• Manage and/or provide guidance to junior members of the team.
• Support and manage the O365 environment

Formal Education & Certification:
• University degree in the field of computer science or management information systems or a related discipline.
• Certifications in MS Windows server.
• Certifications in Azure foundation.
• Itil v3 or V4 foundation.

Skills and Experience Required:

Knowledge and Experience
• At least 3 years’ work experience in support teams
• Strong knowledge of IT infrastructure.
• Exceptional Knowledge about windows server, Active directory, VPN, Identity services, cloud services, routing and switch.
• Experience with monitoring tools.
• Preferred experience in Manage engine environments.
• Strong knowledge in process and support flows.
• Strong Microsoft Office 365 / OneDrive / SharePoint / Teams management
• Familiarity with TCP/IP and network protocols, and operating system configuration.
• knowledge of systems development life cycle methodologies.
• Experience in deployment, managing and troubleshooting office assets as Printers, Desktops, and others.
• Maintain and perform a scan of antivirus software via remote and manual.
• Experience with end user support.
• Reimage and deploy computers
• Hardware/Software installation
• LAN or WLAN troubleshooting.

Personal Attributes
• Ability to prioritize and execute tasks in a high-pressure high-paced environment and make sound decisions.
• Experience working in a team-oriented, collaborative environment.
• Good understanding of the organization’s goals and objectives.
• Strong interpersonal, written, and oral communication skills and ability to present ideas in a user-friendly language.
• Ability to write & present technical & design documents.
• Able to conduct research into issues and products as required, and document outcomes.
• Highly self-motivated and directed.
• Strong customer service orientation.
• English spoken and written.

Work Conditions
• Available to work in different time zones if required.
• Available to move to different local office locations.
• Some afterhours work will be required to join online meetings with global team members.

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