IT Support Engineer

Roles and responsibilities

Job Purpose

The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries.

Job Responsibilities

Second Level Support

• Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk)

Problem Management

• Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties)

Desktop Team Scope Include

• Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals
• Software Installation and Configuration
• Orienting end-users with basic usage of IT assets and services, including basic maintenance.
• Support ARIE-IT Projects / Demands delivery (define the role inside)
• Comply with IT policies and procedures

Job Requirements

Qualifications

• Bachelor Degree in any field, with Computer related certificates

Experience

• 1 - 3 year experience with Technical support (onsite and remote)

Knowledge & Skills

• Good technical knowledge and familiarity with IT Infrastructure;
• Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals);
• Excellent English communication; able to express thoughts between normal language and technical language
• Positive and Proactive attitude
• Team player
• Committed and Hardworking
• move to key accountabilities Competent with troubleshooting and resolving incidents/requests
• Capable of providing workarounds when resolution is not readily available
• Active Directory, Microsoft Exchange, Manage Engine Products will be an added advantage
• ITIL awareness/certification is a plus

Desired candidate profile

An IT Support Engineer is responsible for providing technical support and troubleshooting for computer systems, software, and networks. Here’s an overview of the key skills and responsibilities associated with this role:

Key Skills:

1. Technical Proficiency: Strong knowledge of operating systems (Windows, macOS, Linux), software applications, and hardware components.

2. Troubleshooting Skills: Ability to diagnose and resolve technical issues quickly and effectively.

3. Customer Service: Excellent communication and interpersonal skills to assist users with varying levels of technical expertise.

4. Networking Knowledge: Understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPNs.

5. Problem-Solving: Strong analytical skills to identify problems and propose solutions.

6. Documentation: Ability to document issues, solutions, and procedures clearly for future reference.

7. Remote Support Tools: Familiarity with remote support software to assist users effectively.

8. Time Management: Efficient in managing multiple tasks and prioritizing support requests.

9. Team Collaboration: Ability to work well within a team and communicate effectively with colleagues.

10. Adaptability: Flexibility to learn new technologies and adapt to changing environments.

Responsibilities:

• Technical Support: Providing first-line support for hardware, software, and network issues via phone, email, or in person.

• Troubleshooting: Diagnosing and resolving technical problems for users in a timely manner.

• System Maintenance: Performing routine maintenance tasks on computers and networks, including updates and patches.

• User Training: Educating users on software applications and best practices for IT usage.

• Documentation: Keeping detailed records of support requests, resolutions, and system changes.

• Installation and Configuration: Setting up new hardware and software, including installation and configuration of systems.

• Escalation: Escalating complex issues to higher-level support or specialized teams when necessary.

• Network Monitoring: Assisting in monitoring network performance and troubleshooting connectivity issues.

• Compliance: Ensuring adherence to security policies and IT best practices.