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System Engineer - Level 1

Digital Links Australia

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Qualifications:

Minimum a bachelor’s degree in Computer sciences or related technology

Certifications:

Sophos Certified

MCP (Microsoft Certified Professionals)

Experience

Minimum 1-year experience

Roles and Responsibilities

Diagnose and troubleshoot assigned technical issues.
Research, identify and implement solutions to software and hardware issues.
Taking ownership of customer issues reported/ assigned and seeing problems through to timely resolution.
Ask targeted questions from the clients to quickly understand the root of the problem.
Communicate with clients through a series of actions, either via phone, email, or chat, until the technical issue is resolved.
Provide prompt and accurate feedback to customers.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prioritize and manage several open issues simultaneously.
Liaise with vendors and other IT personnel for problem resolution.
Properly escalate unresolved issues to appropriate internal stakeholders.
Refer to internal database or external resources to provide accurate tech solutions.
Document technical knowledge in the company’s portal.
Maintain jovial relationships with clients.

Skills