IT Support Engineer 18D25

An IT Support Engineer is a pivotal role in ensuring the smooth operation and stability of an organization's IT infrastructure. This position requires a proactive individual who can address technical issues efficiently and provide high-level customer service. The IT Support Engineer serves as a crucial point of contact for troubleshooting computer systems, networks, and software applications, helping both internal and external users resolve problems. This role involves daily interaction with various technologies, from desktops and mobile devices to network hardware and software applications. Excellent communication skills are paramount as you will articulate complex technical terms to non-technical users, ensuring their problems are understood and resolved in a timely manner. You will also be responsible for maintaining the documentation of IT issues and solutions. The role may involve working flexible hours to support users in different time zones, ensuring continuity of services and system uptime.

Responsibilities

• Provide timely and effective technical support for hardware and software applications.
• Analyze IT support tickets and troubleshoot to identify solutions efficiently.
• Assist in installing, configuring, and upgrading desktop and network equipment.
• Maintain accurate records of all support requests and resolutions provided.
• Collaborate with IT teams to escalate complicated issues that require in-depth analysis.
• Conduct preventative maintenance checks to ensure optimal system performance.
• Create and update user documentation and support guides for common IT issues.
• Support implementation of IT projects and system deployments as required.
• Monitor system performance logs and identify potential areas of improvement.
• Provide assistance for network configuration and management, including routers and switches.
• Ensure adherence to IT policies and compliance with organizational standards.
• Develop and conduct IT training sessions for end-users to enhance system understanding.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in an IT support or engineering position of at least 2 years.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Excellent problem-solving skills with keen attention to detail.
• Ability to manage and prioritize multiple support requests simultaneously.
• Exceptional communication skills to convey technical information effectively.
• Proficiency in using and supporting Microsoft Office Suite and cloud services.
• Understanding of network infrastructure and configuration is highly desirable.