Job Nature : Office and field
Job Purpose:
The Technical Support Engineer is responsible for providing technical assistance and support for computer systems, hardware, or software across all divisions of the company. This role ensures the efficient resolution of IT-related issues, supports the installation and maintenance of IT infrastructure, and contributes to the continuous improvement of IT services.
Key Roles and Responsibilities
Policies and Procedures:
- Implement the department’s set policies and procedures and comply with the company’s policy.
Technical Support Engineer Responsibilities:
Technical Support:
- Provide first and second-level support to end-users across various divisions, addressing issues related to hardware, software, and network connectivity.
- Troubleshoot and resolve technical problems through diagnostic techniques and pertinent questions.
- Escalate complex issues to higher-level support teams when necessary.
System Maintenance and Management:
- Perform regular maintenance tasks on computer systems and networks to ensure optimal performance and security.
- Install, configure, and update software and hardware as required.
- Manage user accounts, permissions, and access rights in accordance with company policies.
Network Administration:
- Assist in the management and troubleshooting of the company’s network infrastructure, including switches, routers, firewalls, and wireless access points.
- Monitor network performance and ensure reliable and secure network operations.
IT Infrastructure Support:
- Support the maintenance and operation of servers, storage systems, and backup solutions.
- Assist with the implementation and management of cloud-based services and solutions.
Customer Service:
- Provide exceptional customer service by ensuring timely and effective responses to support requests.
- Educate and guide users on best practices and safe computing procedures.
- Maintain accurate records of support requests and resolutions in the helpdesk system.
Project Support:
- Participate in IT projects, including system upgrades, migrations, and new technology implementations.
- Collaborate with other IT team members and departments to ensure successful project outcomes.
Documentation and Reporting:
- Create and maintain comprehensive documentation for IT procedures, configurations, and support processes.
- Prepare regular reports on support activities, system performance, and user feedback.
Compliance and Security:
- Ensure compliance with IT policies, procedures, and security standards.
- Assist in the implementation of cybersecurity measures and respond to security incidents.
Continuous Improvement:
· Stay updated with the latest technology trends and advancements.
- Suggest and implement improvements to IT services and support processes.
Skills
Job Requirements:
Educational Qualification
- Technical diploma or a bachelor’s degree in computer engineering/computer science or a related field.
Work Experience and Other Requirements
- Minimum of 2 - 4 years of experience in the same or related field.
- MCSA Certification, CCNA, A+ Certification is preferable.
Behavioural Competencies
- Accountability
- Attention to detail
- Time management
- Communication skills
- Interpersonal skills
- Teamwork and collaboration