Technical Support Engineer

Job Description
• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non-Windows Operating environment
• Recommend and apply solutions, including on-site repair for remote users
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
•  Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status update to the ticketing tools in a timely manner.
•  Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.

Minimum Requirements
•  Candidate must possess a Bachelor's/College Degree in IT, Engineering (Computer/Telecommunication) or equivalent
•  Minimum of 1 year experience in IT support onsite and remote.
• Experience using current or recent Windows desktop platforms and current or recent MS Office suite or preferably O365 Applications
• Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software.
•  Experience with Service Desk ticketing systems - Remedy, Service Center Manager, Service-Now, etc.
• Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems. This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
• Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office.
• Customer-focused. Articulate and methodical. Self-motivated and professional with excellent verbal and written communication
• Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions