Support Engineer (Helpdesk)

Role Summary:

The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.

Key Success Drivers including Accountabilities and Responsibilities:

End-User Support:

- Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.

- Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.

System Maintenance:

- Perform regular system updates, software installations, and patches.

- Ensure anti-virus and endpoint security measures are active and up to date.

Troubleshooting and Repairs:

- Diagnose and resolve hardware failures and software malfunctions.

- Coordinate with vendors for hardware replacements and warranty claims when required.

User Account Management:

- Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.

- Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.

Documentation:

- Maintain records of support tickets, troubleshooting steps, and resolutions.

- Document IT processes, FAQs, and guides for end-users.

IT Asset Management:

- Track and maintain IT equipment inventory.

- Support asset deployment and reclamation as needed.

Collaboration:

- Work closely with IT teams to address escalated issues and participate in IT projects.

- Provide training to users on basic IT processes and tools.

Functional/Technical Competencies:

- Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.

- Basic networking knowledge (IP, DNS, DHCP, VPN).

- Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.

- Hands-on experience with Active Directory and Office 365 administration.

Educational Qualifications:

Bachelor's degree Or Diploma in IT, Computer Science, or a related field (or equivalent practical experience).

Experience:

2–3 years of experience in desktop support, IT helpdesk, or similar roles.