Technical Support Engineer 1

DESCRIPTION:

The position of IT Tech Support Engineer is established to provide L1 Technical Support to end customers in the areas like Office 365, MS Teams, Windows, Azure Cloud, Active Directory, Hardware, LAN, VDI Applications.

RESPONSIBILITIES:

· Be the first point of contact for all IT & Technical queries.

· Troubleshoot system and network problems and diagnose and solve hardware/software faults. 

· Should be well versant with network connectivity testing tools and identify issues.

· Repair a fault or set up a system following diagrams and written instructions. 

· Support the rollout of new computer applications. 

· Respond to service incidents within the times specified in any Service Level Agreement (SLA). 

· Provide technical support on O365 based applications and Portal administration.

· Provide telephone, e-mail, and remote support to all IT users, solving their problems and provide procedural documentation as required.

· Use remote support tools to manage remote systems and desktops. 

· Maintain the IT Service Desk system, logging all incidents and requests, their acknowledgements and their resolutions and ensuring that all support tickets are handled effectively and expeditiously. 

· Set up new users’ accounts and profiles and deal with password issues. 

· Work assiduously on a task until completion (or referral to third parties, where appropriate). 

· Prioritize and manage many open cases at one time. 

· Identify and correct or advise on operational issues with end users’ computer systems. 

· Provide basic software training and advice to end-users. 

· Establish and maintain good working relationships with, colleagues, end-users, and other professionals (e.g., suppliers and software developers). 

· Perform all duties and responsibilities in line with current security procedures. 

· Work flexibly – recognizing that many duties require to be undertaken outside normal working hours to minimize disruption to end-users. 

· Carry out any other reasonable request within the capability of the job

· Other duties as assigned

QUALIFICATIONS:

Required Education and Experience: 

· Bachelor’s degree in computer sciences, Technology, degree, or relevant experience

· Microsoft Operating Systems Windows Server 2016 and above, Windows 10, Windows 11,

· Microsoft Office 365

· Sophos, Defender Antivirus

· Knowledge or Experience on Remote Desktop Technologies like Workspot, Citrix