Engineer, IT Service Desk/ Department of IT and Services

Position summary:

The Engineer role is a key position in IT Service Desk function of the department. The main purpose of the role is to support students, faculty, and staff on ADA University computer applications and platforms, troubleshoot problems and advise on the appropriate action.

Responsibilities:

• Responds to requests for assistance as per internal practice (in person, via phone, email, portal, etc;

• Provides friendly and helpful customer service;

• Assists IT Service Desk customers with troubleshooting of computer related issues such as (but not limited to) virus removal/password resets/email setup/software installs/media classroom assistance;

• Maintains accurate records of completed and pending requests using the means provided by ADA University;

• Provides superior customer service to all IT Service Desk team, support personnel, and fellow employees;

• Be able to work independently and troubleshoot minor issues, but at the same time complying with internal incident escalation guideline;

• Demonstrate good social and communication skills in a professional environment;

• Performs initial diagnostics and suggests solutions for technical hardware and software issues;

• Based on incoming incident and problem requests conducts continuous self-development and research using available resources (vendor knowledgebases, experience sharing, internal and external training, self-education);

• Stays up-to-date with system information, changes and upgrades;

• Performs other relevant duties as assigned by the immediate supervisor.

Requirements:

• Bachelor’s degree (IT, Engineering, Computer Science) or minimum of 1-year relevant experience in a similar role;

• Good (above intermediate) PC literacy skills, DNS, DHCP, basic networking;

• OSI model;

• Troubleshooting skills;

• Oral and written communication skills;

• Service-oriented;

• Attentive to details;

• Ability and willingness to perform repetitive work;

• Ability to learn and apply new knowledge and methods;

• Able to adhere to agreed timeline;

• Fluent in Azerbaijani and English (desirable) languages.

Please follow the link in the Apply for job button to apply for this position. Only shortlisted candidates will be contacted for further recruitment process.