IT Support Engineer
Job Description Summary
Your job is to provide a single point of contact for end users to receive support and maintenance computing environment. This includes deploying, diagnosing, repairing, maintaining, and upgrading all desktop/laptop/VOIP phone, printer and other equipment to ensure optimal performance with great customer service. You will provide OS and application support for (primarily) Microsoft products.
Responding to queries via chat, email, or phone
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Receive and respond to submitted support tickets, incoming calls, and e-mails regarding desktop problems.
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Collaborate with System Admins/Network Engineers to ensure efficient operation of the company’s desktop computing environment.
Remotely accessing hardware or software for clients to make changes and fix problems
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Identify and suggest possible improvements on procedures
A good working knowledge Windows Server, Windows, Office365
Knowledge of user management in AD
Knowledge of Windows Server systems beneficial
Knowledge of cloud infrastructure environments such as Amazon AWS, Azure – considered a plus
Basic Networking knowledge
A technical, logical thought process with problem-solving skills
An ability to stick to strict deadlines whilst demonstrating ability to prioritize and delegate
Good understanding & eagerness to learn of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Excellent spoken and written English communication skills
Customer-oriented and cool-tempered