Information Technology Support Engineer

JOB OVERVIEW:

The Support Engineer diagnoses and troubleshoots software and hardware problems and help employees install applications and programs. Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

KEY DUTIES AND RESPONSIBILITIES:

• Use email and chat applications to give employees quick answers to simple IT issues.

• For complex problems that require nuanced instruction, contact employees via phone and/or provide clear, written instructions and technical manuals.

• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Providing prompt and accurate feedback to employees regarding status of issue/request resolution.

• Ensuring proper recording and closure of all issues.

• Preparing accurate and timely reports.

• Documenting technical knowledge in the form of notes and manuals.

• Maintaining good relationships with employees

• Uphold company values throughout business practices and use sound judgment in decision making.

• Any other added duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS:

WORK EXPERIENCE:

• A minimum of 1-3 years of experience in a related role.

• Proven work experience as a Technical Support Engineer or similar role

• Experience with Windows/Linux/Mac OS environments.

EDUCATIONAL QUALIFICATION

• Relevant Bachelor’s degree in related field.

SKILLS/BEHAVIOUR ATTRIBUTES:

• Good understanding of computer systems, mobile devices, and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with remote desktop applications and help desk software (eg. Zendesk).

• Excellent problem-solving and communication skills.

• Ability to provide step-by-step technical help both written and verbal.