IT Support Engineer (225-613)

An IT Support Engineer is a professional who is responsible for providing comprehensive technical support and troubleshooting solutions in an organization. They play a vital role in ensuring that an organization’s IT infrastructure runs smoothly and efficiently. IT Support Engineers are expected to possess a strong background in computer systems, software, and networking. They handle various technical issues related to hardware and software, workstations, and servers. They also play a crucial role in maintaining and managing software and hardware inventories. This position demands excellent problem-solving skills, strong attention to detail, and the ability to work under pressure to meet tight deadlines while delivering the highest standard of customer service. An IT Support Engineer serves as the organization's point of communication for all IT-related queries, which entails handling calls, emails, or in-person service requests and providing solutions in a timely manner.

Responsibilities

• Respond to and resolve technical support tickets in a timely manner.
• Diagnose hardware and software problems by troubleshooting and analyzing issues.
• Install, configure, and maintain computer systems, software, and networks.
• Create and update technical documentation for internal IT processes and procedures.
• Coordinate with vendors and support specialists to achieve efficient solutions.
• Provide guidance and assistance to users on software usage and problem-solving techniques.
• Maintain server and network infrastructure ensuring high levels of performance, security, and availability.
• Conduct regular system maintenance and security updates to protect data integrity.
• Monitor and respond to potential security threats and breaches effectively.
• Assist in IT equipment procurement and manage inventory records accurately.
• Facilitate training sessions and workshops to educate employees on IT best practices.
• Collaborate with IT team members to improve system performance and effectiveness.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support or a similar technical role required.
• Strong knowledge of Windows, macOS, Linux, and associated software packages.
• Familiarity with networking concepts such as DNS, DHCP, and TCP/IP.
• Excellent analytical and problem-solving skills with attention to detail.
• Demonstrated ability to work independently and manage multiple tasks efficiently.
• Exceptional communication and interpersonal skills to interact with diverse users.