Support Engineer

Responsibilities

• Deliver exceptional on-site support for end-users by handling incidents and requests that cannot be addressed remotely.
• Record, classify, prioritize, and resolve tickets with appropriate troubleshooting and diagnostic steps.
• Monitor progress of assigned tasks, including incidents, requests, and standard changes, ensuring timely resolution or escalation as necessary.
• Update the Configuration Management Database (CMDB) following the resolution of incidents or implementation of changes.
• Communicate effectively with users in both English and the local language, using both verbal and written formats.
• Perform tasks related to workstation setup and provisioning.
• Manage user rights and permissions.
• Oversee the distribution, lending, and maintenance of mobility devices such as laptops, tablets, and smartphones.
• Handle peripheral devices by installing, connecting, and troubleshooting equipment such as printers, scanners, and multifunction devices.
• Execute Installation, Move, Add, and Change (IMAC) requests, including but not limited to PC installations and configurations.
• Maintain regional stock levels, ensuring accurate tracking of equipment and its location for CMDB updates.
• Escalate hardware or software malfunctions and defective products to appropriate vendors or service technicians.
• Coordinate small-to-medium-scale logistics, such as relocating PCs and peripherals during staff moves or new hires.
• Provide support for audio and video conferencing by establishing connections, conducting tests, and addressing basic technical issues.
• Assist external technicians on-site with hardware replacements or other technical interventions.
• Offer additional support at other campus locations during periods of high workload.
• Coach users on the functionality of provided equipment and applications.
• Support major events such as conferences, which may occur outside regular business hours or premises.
• Handle application-related incidents by diagnosing, categorizing, and resolving issues, utilizing tools such as Remote Desktop Takeover.
• Collaborate with third-party developers or relevant business units when escalation is required for application bugs, improvements, or training needs.

Technical Expertise

• Proficient in Windows 10, iOS, MacOS, and Android.
• Strong knowledge of Excel, Word, PowerPoint, Exchange Online/Outlook, Skype/Teams, OneDrive, and SharePoint Online.
• Skilled in Zoom for video conferencing.
• Familiar with tools like Navision and ISABEL.
• Extensive experience with Intune for configuring, managing apps, and implementing protection protocols.
• Competent in account management, LAN/WLAN protocols, backup/restoration, antivirus, and patch distribution.
• Experience with Active Directory, Azure Active Directory, and Okta.