IT Support Engineer

Key Responsibilities

• User Support:
• Provide first-line technical support to end-users, including hardware, software, and network-related issues.
• Respond to support requests in a timely and professional manner.
• Assist with onboarding and training of new employees on IT systems.
• Troubleshooting and Issue Resolution:
• Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
• Troubleshoot network connectivity problems.
• Investigate and resolve issues related to operating systems, applications, and IT equipment.
• System Maintenance:
• Conduct routine maintenance tasks, such as system updates, antivirus scans, and backups.
• Monitor system performance and identify areas for improvement.
• Collaborate with the IT team to implement system upgrades and enhancements.
• Hardware and Software Deployment:
• Assist with the installation, configuration, and deployment of hardware and software.
• Set up and configure new workstations, laptops, and mobile devices.
• Ensure software licenses are up to date and compliant.
• Security:
• Implement and enforce IT security policies and procedures.
• Conduct regular security audits and respond to security incidents.
• Collaborate with the security team to enhance overall security posture.
• Documentation:
• Maintain accurate documentation of IT systems, configurations, and troubleshooting procedures.
• Create user guides and training materials.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a similar IT support role.
• Strong knowledge of hardware, software, and networking concepts.
• Excellent problem-solving and communication skills.
• Customer-oriented with a focus on delivering high-quality support.

Preferred Skills

• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Familiarity with ITIL best practices.
• Experience with remote support tools.
• Knowledge of Active Directory and Microsoft Exchange.