Technical Support Engineer

S. A. Knowledge Services (SAKS) is the global outsourcing arm of St Anthony’s Group of Industries, specializing in Business Process Management and Knowledge Process Management Services in key areas of Finance & Accounting, Process Automation, Data Science & Al, Mobility, and Customer Experience Services. We cater to a diverse portfolio of clients from the US, UK, Australia, and Sri Lanka.

Responsibilities:

• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems 
• Actively update, maintain, and monitor all aspects of computer networks 
• Install and configure computer systems and applications within the company 
• Respond to customer inquiries and assist in troubleshooting and resolving challenges 
• Complete detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved 
• Assist management in creating training materials pertaining to computer troubleshooting and usage 
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware

Requirements:

• Industry-specific certification 
• 3-5 years of proven experience 
• Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs 
• Extensive experience working with different operating systems including Windows and Mac OS 
• Ability to prioritize and manage several milestones and projects efficiently 
• Experience installing and configuring computer systems and applications for a large company 
• Configuring and Managing Office 365 & Google Workspace. 
• Advanced troubleshooting abilities in Windows/Linux Server Environments specialized in WindowsServer Environment would be Ideal. 
• Advanced knowledge in Backups, NAS, H/W, and S/W Firewall systems 
• Advanced level understanding of LAN/WAN/TCP/IP/DHCP/Active Directory/SNMP Technologies and concepts 
• Basic knowledge of ITIL best practices. 
• Should be able to work in a flexible roster (including weekends)