IT Customer Support engineer (Local IT Team)

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Employer: Accenture
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Updated at: 15.06.2016
    Short company description

    Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

    We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.


    - Bachelor’s Degree in Computer Science, Information Systems or other related field
    - Excellent written and verbal English communication skills
    - 1 year relevant experience in IT infrastructure Service delivery or IT Service Desk environment is a plus
    - Good knowledge on Support processes and on Workstation support
    - Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
    - Basic understanding of the voice systems
    - IT Service Management Tools like Remedy, Service Now is a plus
    - Strong Customer orientation skills
    - Highly organized, reliable and task oriented
    - Ability to deal with stress of competing priorities and diverging interests within the same immediate time frame
    - Strong interpersonal skills
    - Candidates must have the ability to manage multiple priorities concurrently
    - Must possess a disciplined approach and commitment to delivering within deadlines
    - Strong analytical approach to problem solving and solution development



    Ensures Assets are tracked and recorded per current IS policies
    • Develop / maintain inventory on all assets
    • Technology asset procurement
    • Maintain accurate lists of software licenses and hardware maintenance contracts
    • Quarterly review / reconciliation of asset lists
    • Disposal of assets
    • Report on all activities / KPI’s on a monthly / weekly basis


    • Identifies and initiates resolutions to user problems and concerns associated with desktops, laptops and workstations.
    • Accurately logs problems and their associated resolutions into the standardized support center / help desk application.
    • Proactive resolution on inquiries / customer issues concerning the current technical platform
    • Maintain Infrastructure and Information Systems standards in a consistent way across the location
    • Ensures Assets are tracked and recorded per current IS policies
    • Ensure that any issues related to Standards are reflected back to the owning group.
    • Ensure that Virus Protection and Patch Management is maintained across the location, per regional / global IS policies
    • Assists with the planning and implementation of PC hardware and software in compliance with IS policies
    • Ensure printers are managed and maintained per current service levels
    • Ensure site server rooms are managed and maintained in accordance to company policies and standards.
    • Provides user with training and communications on IS policies, procedures and technology.
    • Provides / facilitates knowledge transfer as required.
    • Ensures a high level of client satisfaction and service level agreements are achieved to the best of their ability.
    • Assists with the management of projects on site as required.
    • Stay up to date with technical developments (internal corporate processes and procedures and current technology trends)
    • Other activities as assigned by supervisor