IT Support Engineer (225-909)

As an IT Support Engineer, you will be at the forefront of technology support within our organization, providing expert assistance to ensure smooth and efficient computer system operations. You will be tasked with troubleshooting hardware and software issues, providing user support, and ensuring that our IT infrastructure runs seamlessly. Your role will involve direct interaction with end users, diagnosing problems, and resolving them promptly to ensure user satisfaction. Besides technical skills, you will also need exceptional communication abilities to explain complex technical concepts in simple terms to non-technical staff. You will work closely with other IT professionals and may be called upon to contribute to ongoing projects or system upgrades. This role is integral to maintaining operational excellence within the company, providing an opportunity to enhance both technical and customer service skills.

Responsibilities

• Provide first-line technical support to end-users on hardware and software issues.
• Diagnose and troubleshoot system errors to identify and resolve issues efficiently.
• Install, configure, and update computer hardware and software as required.
• Collaborate with network administrators to maintain secure and efficient networks.
• Maintain accurate records of issues and resolutions within the help desk system.
• Assist in the research and deployment of new software applications and updates.
• Ensure security and privacy of networks and computer systems are maintained.
• Train end-users on new technologies, software, and hardware implementations.
• Monitor and maintain IT infrastructure and systems to minimize downtime risks.
• Collaborate with the IT team to develop solutions and improvements to existing systems.
• Prepare technical documents, manuals, and IT support documentation for end-users.
• Participate in IT projects and contribute to strategic technology planning and execution.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in an IT support or help desk role.
• Comprehensive knowledge of computer operating systems, especially Windows and macOS.
• Proficiency in troubleshooting hardware, software, and network issues effectively.
• Strong understanding of TCP/IP protocols, LAN/WAN configurations and VoIP setups.
• Excellent verbal and written communication skills for user interaction and reporting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.