IT Support Engineer

Roles and Responsibilities

An IT Support Engineer is responsible for providing technical support and troubleshooting services to individuals or organizations, ensuring that IT systems (hardware, software, and networks) are functioning efficiently. They act as a bridge between the technical issues faced by end users and the IT team, diagnosing problems, providing solutions, and assisting with the installation and maintenance of IT infrastructure.

Key Skills of an IT Support Engineer:

1. Technical Knowledge
   1. Hardware Support: Understanding of computer hardware components such as processors, memory, hard drives, printers, routers, and networking equipment. IT support engineers often troubleshoot hardware issues and may also assist in assembling or replacing parts.
   2. Software Knowledge: Proficiency with various operating systems (e.g., Windows, Linux, macOS) and software applications (e.g., Microsoft Office Suite, enterprise applications). IT support engineers need to be comfortable with diagnosing and fixing software problems, including issues with operating systems, applications, and third-party tools.
   3. Networking Basics: Understanding of networking concepts like IP addresses, DNS, DHCP, TCP/IP, VPNs, firewalls, and routers. Troubleshooting network issues, connectivity problems, and configuring network devices are critical aspects of the role.
2. Troubleshooting and Problem-Solving
   1. Diagnostic Skills: IT Support Engineers are adept at identifying problems by asking the right questions, using diagnostic tools, and systematically narrowing down potential causes. This includes dealing with everything from system crashes to software conflicts and network failures.
   2. Critical Thinking: They need to think critically and creatively to solve problems, sometimes needing to perform complex tasks under tight deadlines or when resources are limited.
   3. Resolution of Diverse Issues: Being able to resolve a wide range of technical issues, from minor glitches to major system failures, and applying quick fixes or long-term solutions as necessary.
3. Customer Service Skills
   1. User-Focused: IT support is often about helping non-technical users solve their problems. IT Support Engineers need strong communication and interpersonal skills to explain complex technical issues in a simple way.
   2. Empathy and Patience: Users may be frustrated or anxious about technical issues, so the ability to remain calm, patient, and understanding is important for defusing tense situations.
4. Time Management
   1. Multitasking: IT Support Engineers often handle multiple support requests simultaneously, prioritizing based on urgency, business needs, or system impact.
   2. Efficient Issue Resolution: They must ensure that issues are resolved in a timely manner, balancing quality of service with speed. This includes managing service-level agreements (SLAs) and ensuring they meet or exceed expectations.
5. Communication Skills
   1. Clear Reporting: Writing clear, concise reports or documentation for support tickets, technical issues, and troubleshooting steps.
   2. Team Collaboration: Communicating effectively with other team members or departments, especially when escalating issues that need specialized knowledge or when sharing updates about system performance.
   3. User Communication: Explaining technical issues and solutions to users who may not be technically inclined. IT Support Engineers need to ensure users understand the problem and how it’s being fixed.
6. Security Awareness
   1. Security Best Practices: Knowledge of basic cybersecurity principles and practices to ensure that users' systems are secure. This includes managing firewalls, antivirus software, encryption, and following protocols for safe system access and usage.
   2. Preventative Measures: Identifying potential security threats and vulnerabilities in systems or networks and implementing preventative measures to avoid future issues.

Desired Candidate Profile

1. Install, configure, and maintain servers, PCs, peripherals, IT tools, packaged software, antivirus, and software updates.
2. Administer and upgrade computer network infrastructure, ensuring optimal performance and reliability.
3. Troubleshoot and resolve hardware, software, application, and network issues, including virus and security concerns.
4. Set up and configure packaged software, applications, antivirus tools, utilities, and patches.
5. Create and manage user accounts and profiles, ensuring appropriate access levels for office staff and other users.
6. Provide on-site technical support for office setups, classroom environments, events, and logistics-related activities, including AV and IT setups.
7. Diagnose and resolve user tickets related to hardware, software, and networking issues.
8. Ensure compliance with IT procedures related to backups, software patches, data transfers, and manage software licenses and hardware inventory.
9. Train users on the proper use of hardware, network, internet, and software tools.
10. Collaborate with IT vendors on procurement, warranty, and upgrade issues to ensure smooth delivery and payment processes.

Requirements:

Bachelor’s degree in a technology-related field.
Minimum of 5 years of hands-on experience in maintaining IT infrastructure, including servers, data and voice cabling, firewalls, and various peripherals.
Proficiency in managing Microsoft Server Operating Systems, Office 365, and other Microsoft tools.
Knowledge of Android and iOS operating systems with prior experience in similar roles.
Experience in deploying IT technologies, policies, and standards.
Strong communication skills, attention to detail, and the ability to multitask effectively under pressure.

Benefits:

Competitive salary and benefits package.