IT Support Engineer

We are seeking a skilled and experienced IT Support Engineer to join our team. The ideal candidate will provide comprehensive support for end-user requests and incidents, both remotely and onsite. This role involves troubleshooting hardware, software, and network issues, as well as supporting various IT infrastructure tasks.

Key Responsibilities:

User Request Management:

• Receive and manage user requests and incidents escalated by the Service Desk or end users.
• Provide support for tickets escalated by the Service Desk.
• Escalate unresolved issues to vendors or L3 support.

Incident Management:

• Provide regular updates on incident tickets and advise L1 support on ticket resolution.
• Update the Team Leader on ticket and related task statuses.

Support Delivery:

• Deliver a combination of telephonic, remote, and desk-side support to enhance efficiency, especially for remote sites.
• Conduct on-site analysis of requests and incidents as necessary.
• Resolve end-user requests and incidents.

Technical Troubleshooting:

• Configure, troubleshoot, and resolve issues related to hardware, operating systems, software, and applications.
• Support Windows desktops, notebooks, printers, and PC peripherals.

Installation and Maintenance:

• Support installation, upgrade, de-installation, and repair activities on ESE desktops and laptops.
• Provide onsite support for end-user equipment (e.g., desktops, screens, scanners, printers, docking stations, classroom and meeting room equipment).

Software and Application Support:

• Provide onsite support for office automation software and approved application suites.

Infrastructure Support:

• Offer basic infrastructure and systems administration support as an extension of backline teams (e.g., Network, Application, System Admin Teams).
• Perform basic network patch cable changes and replace faulty network cables under the direction of the Infrastructure Team.

Inventory Management:

• Assist in inventory audits through visual checks and update tracking sheets for the Asset Management team.

Change Implementation:

• Assist in implementing approved changes onsite as an extension of backline teams.

Qualifications:

• 3 to 5 years of experience in a similar role.
• Strong knowledge of hardware, operating systems, software, and network troubleshooting.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.