IT Support Engineer (225-729)

An IT Support Engineer plays a critical role in maintaining the technical infrastructure crucial for business operations. In this role, you will be responsible for diagnosing and resolving technical hardware and software issues for end-users. As the go-to for IT support queries, you will be tasked with ensuring high levels of customer satisfaction through excellent service, providing timely and effective resolutions to issues, and maintaining the technology resources that are vital to the business. A successful IT Support Engineer should be highly responsive to user needs, able to work independently as well as part of a team, and possess strong problem-solving skills. You will closely collaborate with other IT professionals and departments to implement IT standards and technologies across the company, helping to drive technological growth and improve user IT experiences.

Responsibilities

• Provide first-line support for IT hardware and software issues to all users.
• Manage and resolve technical incidents and service requests in a timely manner.
• Conduct regular maintenance and updates of IT systems and applications.
• Document and track all support requests, issues, and steps taken for resolution.
• Assist with the installation, configuration, and updating of computer hardware and software.
• Identify recurring issues and contribute to solutions for long-term resolution.
• Provide technical assistance and training to users on IT systems and applications.
• Collaborate with other IT team members to implement IT projects and initiatives.
• Maintain an accurate inventory of all systems, devices, and software licenses.
• Ensure the security and integrity of IT systems and enforce company policies.
• Assist in the customization and adaptation of existing programs to meet users’ requirements.
• Maintain a high level of customer satisfaction and quality service delivery.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in an IT Support or Service Desk role for a minimum of 2 years.
• Strong knowledge of Windows, macOS, and common business software applications.
• Excellent problem-solving skills and the ability to troubleshoot complex issues.
• Good understanding of network principles and the ability to handle network issues.
• Strong communication skills, both verbal and written, with non-technical users.
• Ability to work independently and manage multiple priorities effectively.