Technical Support Engineer

Job Description

Responsibilities:

– Provide on-site IT support for hardware, software, connectivity, and email management.
– Support VM, web applications, MS Office, Windows OS, and Service Desk Ticketing systems.
– Deliver professional customer service in line with SLA timeframes.
– Log and manage incidents and service requests in the service desk ticketing system.
– Maintain ownership of incidents to ensure satisfactory resolution.
– Communicate proactively with customers and suppliers, escalate incidents when necessary.
– Manage daily tasks and accounts (re-enable/lock accounts, password resets).
– Create and maintain documentation for support solutions and end-user instructions.
– Provide out-of-hours, remote, and onsite support.
– Build knowledge base in approved systems.
– Meet Service Desk KPIs.

Skills & Qualifications:

– Excellent communication, analytical, critical thinking, and presentation skills.
– Proficient in Microsoft Windows 10, Office applications, Microsoft 365, Service Desk ticketing systems, anti-virus management, VPN management, and Windows AD management.
– Good understanding of Local Area Networks.
– Strong organizational skills and attention to detail.
– Full and clean driving license.

Desirable certifications: MCP, Microsoft 365, Microsoft Teams, ITIL Foundation, CCNA, and vendor-specific certifications.
– 3-5 years of experience in a Service Desk.
– Understanding of networking principles (TCP/IP, DNS) and hardware (PC, laptop, printer, server).
– Experience with Microsoft Office and Windows Desktop/Server OS.

Other Requirements: Must have a full and clean driving license.

Working Hours:

– Timing 11:00 to 8:00, Monday to Friday.
– Extra hours may be needed for deadlines or event preparation.