IT Support Engineer

As an IT Support Engineer, you will play a crucial role in providing technical assistance and support to our organization's users. You will be responsible for resolving hardware and software issues, performing system maintenance, and ensuring the smooth operation of our IT infrastructure. This role requires excellent problem-solving skills, a high level of technical expertise, and exceptional communication abilities.

Key Responsibilities

Maintaining diverse hardware, software, and networks supporting 1000+ users.

• Provide customer Support, assisting their queries and requests in a timely and accurate way.

• Move, Add and Change (MAC) as per the procedures provided by Organization.

• Provide initial problem determination, 1st & 2nd Level support, and provide resolution for them.

• Microsoft Office 2016/2019 & Microsoft 365, Microsoft Teams Installation & Troubleshooting.

• Application support on Microsoft Windows OS I.E. Adobe, Oracle, Microsoft, ERP, Autodesk, SAP, Cisco

ANY Connect, Workspace ONE Intelligent Hub, Blanco Erasure tool.

• Network and VPN connectivity Installation & Troubleshooting.

• Other activities and tasks like Helpdesk Support, health checkup, inventory, and compliance-related issues.

• Support VIP Users for their issues and requests and fulfill them as the Top priority.

• Handle escalated and complex technical issues that regular support agents couldn't resolve.

Troubleshoot hardware, software, and network problems to find root causes and implement effective

solutions.

• Act as a mentor to junior technical support staff, providing guidance, training, and sharing knowledge

to enhance their skills and abilities.

• Interact with customers or end-users to understand their technical issues, address their concerns, and

ensure a positive customer experience.

• Maintain a deep understanding of the products or services offered by the company to provide accurate

and comprehensive support.

• Handling and Maintaining CCTV Cameras and Devices.

• Create and update technical documentation, knowledge base articles, FAQs, and troubleshooting guides

for both internal teams and customers.

• Manage and prioritize incidents, ensuring timely and effective resolution while adhering to defined

service level agreements (SLAs).

Required Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 2 years of experience in IT support or a related role.
• Technical Skills:
• Proficiency in Windows and Mac operating systems.
• Strong knowledge of networking concepts and protocols.

• Experience with troubleshooting hardware and software issues.
• Familiarity with IT support ticketing systems.
• Knowledge of cybersecurity principles and best practices.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy and quality.
• Ability to manage multiple tasks and prioritize effectively.

Working Conditions

The IT Support Engineer will work in an office environment and may occasionally need to work outside of regular business hours to address urgent technical issues. The role may also involve lifting and moving computer equipment.