IT Support Engineer

Purpose:
As an IT Support Engineer, you will ensure the provision of desk-side computer hardware, software, and peripheral support to users in line with our Service Level Agreements (SLAs) and company policies.

Key Responsibilities:

1. Provide initial technical support to users, resolving common hardware, software, and basic network connectivity issues under senior staff supervision.
2. Assist in setting up new user accounts and configuring desktops/laptops, including Microsoft 365 support.
3. Troubleshoot and resolve basic hardware and software problems, escalating complex issues as necessary.
4. Install and configure computer systems, peripherals, and applications, ensuring proper functionality.
5. Maintain accurate records of user requests and resolutions using a ticketing system to track and prioritize support tasks.
6. Support new employees during onboarding by setting up workstations, installing required software, and providing initial IT guidance.
7. Perform routine checks and maintenance on office equipment such as printers and scanners.
8. Assist with antivirus installations, software updates, and patch management to ensure systems remain secure and up to date.
9. Document all work and maintain configuration management records, including details of hardware/software installations and removals.
10. Provide routine advice to users on available systems, products, and services according to agreed procedures.

Key Performance Indicators:

1. Minimize cybersecurity threats through regular security patch updates and compliance.
2. Ensure effective IT support, meeting SLAs for 95% of incidents and service requests.
3. Achieve a user satisfaction rate greater than 95% on IT support surveys.

Qualifications:

1. Education: Diploma or Degree in IT or related field.
2. Technical Qualifications: Certified in MCSA, ITIL, and Windows 10.
3. Experience: At least 4 years as support personnel.
4. Languages: Fluency in English is essential.
5. Software Knowledge: Proficiency in Windows 10, ITIL, MCSE, and Office 365.