IT Support Engineer

Role Requirements:

• Identify and resolve hardware and software issues for end-users, both onsite and remote.
• Collaborate with other IT teams within the organization (Infrastructure, Network, and Applications) to address and resolve technical issues.
• Deploy laptops to new and existing users, ensuring consistency, security, and compliance with organizational standards.
• Design and implement efficient processes for onboarding new employees, including laptop setup, account provisioning, and orientation on IT policies.
• Streamline and execute offboarding procedures, ensuring secure data removal, account deactivation, and retrieval of IT assets.
• Analyze issues related to Microsoft Office applications.
• Troubleshoot Wi-Fi or network-related issues.
• Diagnose and resolve printer-related issues, including hardware malfunctions, connectivity problems, and print queue management.
• Act as a point of contact for escalated customer inquiries, maintaining a professional and customer-focused approach.
• Gather feedback from users to identify areas for improvement and implement solutions to enhance the overall user experience.
• Conduct user training sessions to promote self-service options and empower users to resolve common issues independently.
• Maintain accurate records of support activities, including incident reports, service requests, and resolutions.

• Bachelor’s Degree in Information Technology, Computer Science, or equivalent.
• Minimum of 5 years of IT support experience, with at least 3 years in a network-focused role.
• Excellent knowledge of desktop operating systems, hardware, and software applications.
• Exceptional troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Solid understanding of the ITIL framework and best practices for IT service management.