Lab Manager Job Descriptions



JOBDESCRIPTIONTitleRangeReports ToSupport Engineer 2SE2SDMPrimary FunctionThe Support Engineer is responsible for the delivery of The IT Department’s client-facing support and services. The SE is a member of the Service Delivery Team, and is expected to contribute strongly to process and technical improvements in the client base. Some Account Management for small clients will also be required.Normal Minimum QualificationsOne or more Windows (or equivalent) certifications and a minimum of two years experience in a customer facing IT service role. A degree in IT/ Software Engineering will be well regarded.Principal Duties and ResponsibilitiesLevel 1, 2 and 3 remote and onsite supportRespond to support system phone calls promptly and professionallyEnter and resolve support ticket system entriesPerform Monthly Maintenance procedures across all clientsMaintaining Service Level Agreements on support ticketsEscalation support for tickets providing support for resolution of complex issuesExcellent written and oral English communication skills are requiredCommon ResponsibilitiesContribution to teamwork and team developmentEffective (people) management of peersAbility to work in a teamMaintain workshop tidiness and stock levelsResolve monitoring alerts receivedThe above statements are intended to describe the general nature and level of work to be performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by all incumbents. Incumbents may perform other duties as assigned. ................
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