System Engineer ITIL

Major Responsibilities

• Matrix42 is Client's global IT service management tool. Supporting divisional and global IT to utilize Matrix42 fully and effectively is the main objective for the team of which this IT System Engineer would be a member.
• Management of incoming service and support requests via issue ticket, telephone and e-mail to ensure courteous, timely and effective resolution of user issues.
• Emergency support on a four-week rotation is required after a period of time.
• Prioritize and schedule problems to provide best possible customer service. Escalate problem (when required) to the appropriate Global IT group.
• Develop forms, workflows or other creative solutions to resolve business problems and customer requirements
• Provide process guidance and training to the user base
• Management of the application backend, installing of version and extension upgrades and tracking, observation and fixing of system issues

Knowledge and Education

• College diploma or university degree in the field of Computer science or IT Management and/or three to five years of equivalent work experience.
• Familiarity with the fundamental principles of ITIL. ITIL Foundation certification is preferred but not required.
• Experience with IT Service Management solutions. (Matrix42 Workspace Management or similar products)

Work Experience

• Minimum of one-year experience providing level one and level two application support, ideally with an IT Service organization

Skills and Competencies

• Advanced SQL knowledge is

  preferred

• Basic/Advanced

  JavaScript

  skills
• Basic/Advanced

  Powershell

  skills
• Understanding and programming of API calls
• Basic knowledge of EntraID/Azure Resources
• Basic Power-BI skills
• Good written and oral communication skills
• Good interpersonal skills, listening and questioning skills
• Conversationally fluent in English
• Proven analytical and problem-solving abilities
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Understanding of ITIL principles and practices
• Experience with Matrix42 ITSM a strong plus otherwise experience with similar ITSM solutions desirable