Skills:
Windows Troubleshooting, Office 365, Active Directory, Dynamic Host Configuration Protocol (DHCP), Mail flow, MacOS Support, Patch Management, ITIL,
Job Title :Technical Support Engineer
Experience :3+
Responsibilities
We are seeking a skilled and experienced
End User Support candidate to join our IT infrastructure team. The ideal candidate will possess at least 3-5 years of hands-on experience supporting end users and troubleshooting IT issues.
Key Responsibilities
- Proficiency in Microsoft Windows server OS and Client OS 11, and mobile devices.
- Efficient management and maintenance of end-user IT assets, including laptops, PCs, software, printers, scanners, video conferencing devices, attendance systems, and IP telephones.
- Experience with ITIL-based service desk ticketing tools, SLAs, and remote support tools, with knowledge of incident management, service requests, problem management, and change requests.
- Solid understanding and experience with mail flow in an enterprise environment and Office 365.
- Troubleshooting issues related to conferencing software (e.g., MS Teams, WebEx, TeamViewer) and meeting room solutions.
- Providing orientation on IT products and technologies used within the organization to new staff.
- Knowledge of Active Directory (AD), DNS, DHCP, and Group Policy Object (GPO) management.
- Downloading, installing, and configuring software to meet user requirements.
- Escalating advanced IT support cases based on priority and ensuring follow-up.
- Maintaining IT assets and documentation, including network and user details.
- Providing L1+ support and demonstrating good knowledge of server, network and security devices.
- Supporting printer management, scanners, biometric systems, and CCTV devices.
- Responding to IT support requests via phone, email, and in person.
- Familiarity with the configuration and usage of email clients and mobile devices/smartphones.
- Serving as an escalation point for all organizational IT issues.
- Knowledge of Windows endpoint patching and troubleshooting.
- Performing accurate root cause analyses (RCAs) for all reported incidents.
- Coordinating and following up with vendors and follow-up.
- Participating in internal and external audits.
