IT Support Engineer​

Location – Malta​

The Role:  ​

As a Support Engineer at Elite Group IT, you will hold a critical role, reporting to the Malta Support Engineers Team Leader. You will be responsible for providing technical support to customers acting as an escalation point for more junior members of the support team. Your role involves resolving technical issues, responding to technical queries and contributing to various technical projects to enhance our services.​

​Key Responsibilities:​

  1. Technical Customer Support:​​
    • Provide technical support for broadband, desktop, network, cloud, voice services, and networking issues across the whole customer base.
    • ​Act as the escalation point for the junior members of the support team, assisting other members in resolving complex support issues and providing training to enhance their capabilities.
    • Take ownership of the customer’s issues until they are resolved, with the ultimate goal of achieving a positive customer outcome.
    • ​​Promote a professional and friendly demeanour, whether interacting with customers in person, over the phone, or through written communication.
    • Provide technical support, onsite at client offices, on a backfill basis to support fulfilment of our client engineer placement contract.​
  1. Project Management and Infrastructure Maintenance:​​
    • Maintain logs for core devices such as switches, routers, and firewalls.
    • ​Assist in managing and monitoring all systems and infrastructure, ensuring performance standards are met, and produce regular performance reports.
    • ​Complete customer migrations and installations, providing regular updates to stakeholders as per project plans.
    • ​Support and maintenance of Elite Group IT datacentre and hosted services.
    • ​Management of Customer M365 Tenancy’s and support of Microsoft Cloud deployments.​
  1. Network and Systems:​​
    • Maintain supporting documentation and administrative systems.
    • ​Provision new network equipment such as switches, routers, and firewalls.
    • ​Support network deployments for customers’ office networks, including switching, routing, and wireless solutions.
    • ​Configure and maintain Active Directory for Elite Group IT and supported customer domain controllers.
    • Deploy and manage firewalls, including SSL and IPSEC VPN, using Fortinet, Juniper, Cisco and Ubiquiti solutions.
    • ​Provide support for voice services and PBX systems.​
  1. Quality Assurance ​​
    • When troubleshooting issues ensure steps are documented and detailed to ease handover should escalation of a ticket be required.
    • ​Ensure tickets are logged correctly and contain the relevant information at the appropriate level of detail.
    • ​Ensure support tickets are created when work is to be undertaken.
    • ​Once the issue is identified and resolved, document the solution clearly in the ticket and record time accurately.
    • Before closing the ticket, test the solution to ensure it fully addresses the reported problem. Verify with the user that the issue has been resolved and document the results of your testing in the ticket.​
  1. Customer Experience​​
    • Communicate regularly with the customer keeping them informed of the progress of their tickets.
    • As a contact and escalation point for our customers, you must prioritise the customer’s experience in your daily tasks.
    • ​Encourage customers to provide feedback on their support experience, which can help identify areas for improvement.
    • ​Provide excellent customer service to create an exceptional customer experience.​
  1. Security and Compliance​​
    • Adhere to company IT security policies and procedures to protect data and systems.
    • ​Assist in maintaining compliance with industry standards and regulations.​

Qualifications and Skills:​

    • A bachelor’s degree / National Diploma in a relevant field or equivalent work experience (2 years).
    • ​Relevant certifications such as CompTIA Network+, Microsoft Certified Azure Administrator, Fortinet Network Security Expert (NSE), Cisco CCNA certification or similar.​
    • Strong knowledge of Microsoft Windows and Office suite, as well as various operating systems (Windows, macOS, Linux).​
    • Advanced expertise in troubleshooting hardware and software issues.​
    • Effective and clear communication. You should be able to convey information clearly and concisely, avoiding technical jargon when speaking to non-technical users. ​
    • Ability to explain complex issues in simple terms and demonstrating patience when dealing with customers and non-technical users. ​
    • Strong knowledge of network protocols, equipment, and configurations.​
    • Familiarity with Active Directory and domain management.​
    • Strong written skills to ensure tickets are documented accurately.​
    • Proven ability to work independently and collaboratively within a team.​
    • Proven ability to prioritise and manage multiple tasks in a fast-paced environment.​
    • Strong problem-solving and critical-thinking skills.​
    • Ability to adapt to evolving technologies and industry best practices.​
    • A commitment to providing exceptional customer service.​
    • Full driving licence

To apply visit: Job Openings (