Core Responsibilities:
- Serve as the primary point of resolution for all user queries related to hardware, software, and applications, ensuring a seamless user experience.
- Manage and resolve issues related to desktop and software setups, including the installation and configuration of software, drivers, and antivirus programs.
- Address network problems to guarantee reliable and secure user connectivity, alongside providing specialized email support for iOS and Android devices.
- Oversee the functionality and troubleshooting of printers, peripheral devices, and AV equipment, facilitating effective communication and presentations.
- Administer the Office 365 suite, ensuring the smooth operation of applications, email accounts, device management through Intune, and licensing.
- Diagnose and rectify technical problems involving internet connectivity, email clients, IPTV, VOIP, and more, with an emphasis on maintaining secure and efficient operations.
- Document all interactions and technical solutions in the company’s ticketing system, fostering clear communication and meticulous documentation.
- Provide expert guidance and support to end-users on leveraging various software and hardware to enhance their productivity and technological experience.
- Collaborate closely with the IT team, contributing to a cooperative and high-performing work culture.
- Stay updated with the latest system information, technological changes, and updates to improve service quality continuously and effectiveness.
Requirements
- Proven experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Bachelor’s degree in Information Technology, Computer Science, or relevant field is preferred.
- Certifications such as CompTIA A+, CCNA, Microsoft Certified Professional (MCP), ITIL v4 or similar will be advantageous.