IT Support Engineer

Roles and Responsibilities

The Support Engineer will provide effective technical assistance to our clients/employees and will provide backup and support to the IT manager. The position is responsible for installing, upgrading, and troubleshooting hardware and software systems. To succeed in this role, the candidate should have a problem-solving attitude along with the ability to give clear technical instructions. The candidate should also be familiar with remote troubleshooting techniques.

• Responding to user inquiries and requests: This involves identifying and resolving issues related to hardware, software, networks, and other IT systems.
• Troubleshooting technical problems: Diagnosing the root cause of issues, researching solutions, and implementing fixes.
• Providing technical support via phone, email, and remote access tools.
• Setting up new user accounts and profiles.
• Resetting passwords and troubleshooting login issues.
• Installing and configuring software applications.
• Providing basic training on software applications and IT systems.

• Bachelor’s degree in Computer Science or equivalent
• Previous IT Support engineer experience (2-3 Years)
• Excellent communication skills (telephone and face to face).
• Basic knowledge of Microsoft-based server and desktop operating systems, networks, and office systems.
• Ability to troubleshoot complex hardware and software issues.
• Ability to think critically.

• Microsoft/Cisco Certifications
• Prepared to be flexible and open-minded about all aspects of the job
• The ability to learn quickly.
• A self-starter who is comfortable working alone or within a team
• Driving license

• Proficient in troubleshooting hardware and software issues
• Knowledge of networking protocols and systems
• Ability to provide technical support to end-users
• Familiarity with operating systems such as Windows, MacOS, and Linux
• Strong communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Experience with ticketing systems and customer service best practices

Desired Candidate Profile

1. Technical Support and Troubleshooting

• Issue Diagnosis: Responding to user-reported issues and diagnosing hardware, software, network, or system-related problems.
• System Recovery: Restoring systems or data from backups in case of failure, including managing system restores and recovery operations.
• Hardware Maintenance: Replacing or repairing faulty hardware (e.g., computer parts, servers, printers) and ensuring optimal functionality of office equipment.
• Software Installation and Updates: Installing, configuring, and updating software applications, operating systems, and system drivers on user devices.

2. User Support

• User Account Management: Assisting users with account creation, password resets, and login issues, as well as managing user permissions.
• Help Desk Support: Providing first-line support via phone, email, or chat, and escalating issues to more senior staff when necessary.
• Training: Providing user training on new systems, applications, and tools to ensure employees can use technology efficiently.
• End-User Support: Helping users troubleshoot and resolve day-to-day technical problems, including hardware and software issues.

3. Network and System Management

• Network Troubleshooting: Resolving network connectivity issues, including problems with Wi-Fi, VPN, DNS, or LAN/WAN connections.
• System Monitoring: Monitoring servers, computers, and other systems for signs of issues such as performance degradation or service interruptions.
• Backup and Recovery: Ensuring regular backups of critical systems and data, managing backup software, and restoring files or systems when necessary.
• Patch Management: Installing security patches and updates to ensure systems are up-to-date and protected against vulnerabilities.

4. System Configuration and Maintenance

• Hardware Setup: Setting up and configuring new desktops, laptops, printers, and other office equipment.
• System Imaging: Creating and deploying system images to quickly configure new devices or re-install operating systems on failed devices.
• Performance Optimization: Tuning systems and optimizing configurations to ensure the best performance (e.g., managing startup programs, defragmenting disks, clearing temporary files).

5. Documentation and Reporting

• Ticket Logging: Documenting all issues, solutions, and actions taken in ticketing systems to ensure accurate record-keeping.
• Knowledge Base Updates: Creating and maintaining a knowledge base with troubleshooting steps, FAQs, and guides for common problems to empower end users.
• Reports: Generating reports for system performance, issue resolution times, and recurring problems to share with management.

6. Security and Compliance

• Antivirus and Security Software: Ensuring all systems have proper security measures in place, such as antivirus software, firewalls, and encryption, and that they are updated regularly.
• User Access Control: Ensuring that users only have access to the systems and data they need for their roles, and assisting with access rights management.
• Compliance: Helping ensure that systems adhere to relevant regulatory and industry standards for data security and privacy (e.g., GDPR, HIPAA).