IT Technical Support Engineer

2 weeks ago

Belgrade, Central Serbia Ergomed Full time €35,000 - €45,000 per year
  • Engaging in everyday tasks, working on tickets, and maintaining oversight of personal and group tickets to ensure timely resolution.
  • Closing and meticulously documenting resolutions or workarounds in the internal knowledgebase to facilitate knowledge sharing and improve future problem-solving efficiency.
  • Conducting incident response, including first-line investigation, problem analysis, workaround development, and resolution or progression of IT incidents.
  • Categorising, prioritising, and escalating IT incidents to appropriate resolver groups within Service Level Agreement (SLA) parameters.
  • Performing maintenance of laptops and servers, including user and computer administration tasks to ensure optimal system performance.
  • Managing equipment provisioning, including overseeing the onboarding and offboarding processes to maintain seamless workflow transitions.
  • Developing and implementing proactive measures to prevent recurring issues and enhance overall system stability.
  • Collaborating with cross-functional teams to design and implement IT solutions that align with business objectives and user needs.
  • Mentoring junior team members and providing technical guidance to foster skill development within the IT support team.
  • Creating and maintaining technical documentation, including standard operating procedures and user guides, to ensure consistent support delivery.
  • Monitoring system performance and capacity, proactively identifying areas for improvement and optimisation.
  • Staying abreast of emerging technologies and industry best practices and recommending innovative solutions to enhance the company's IT infrastructure and support capabilities.
  • Training of Ergomed Group personnel on IT procedures as appropriate

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