IT Support Engineer (225-610)

An IT Support Engineer plays a pivotal role in maintaining a company's technical infrastructure. This skilled professional is responsible for ensuring the smooth operation of computer systems, networks, and software applications. The role involves troubleshooting hardware and software issues, providing technical assistance, and optimizing IT systems to maintain productivity and efficiency. An IT Support Engineer acts as the frontline of technical support by responding promptly to queries and solving IT problems efficiently. They should have a strong grasp of IT systems and be able to work independently as well as part of a team. The role requires excellent communication skills to interact with internal staff and sometimes external clients, ensuring that all systems operate effectively and that stakeholders are guided in the correct use of technical resources.

Responsibilities

• Provide first-line technical support to internal and external users of IT systems.
• Diagnose and troubleshoot hardware, software, and network-related issues promptly.
• Maintain records of daily interactions, issues, and resolutions in the ticketing system.
• Install, configure, and update operating systems and software applications as required.
• Collaborate with other IT professionals to resolve complex technical issues efficiently.
• Conduct regular system tests and maintenance to ensure optimal performance levels.
• Offer guidance and training to end-users on the implementation of new software systems.
• Monitor network performance to prevent ideas and ensure stable data communication.
• Assist in the evaluation and purchase of new hardware, peripherals, and software.
• Develop and maintain technical documentation and operational procedures for systems.
• Ensure compliance with the company’s IT security policies by users and IT staff alike.
• Participate in after-hours support and emergency on-call rotation as necessary.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in an IT support or technical support role for at least two years.
• Proficiency in Windows, MacOS, and Linux operating systems and environments.
• Solid understanding of computer networks, protocols, and topologies for troubleshooting.
• Familiarity with ITSM tools and helpdesk software to track and manage issues.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong interpersonal and communication skills for interacting with technical and non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.