JOB TITLE:

Associate Technical Support Engineer

JOB PURPOSE:

END-USER Support – Field Support Engineer

QUALIFICATION:

BE/BTech/Bsc/Diploma

EXPERIENCE:

1 – 2 Years

CERTIFICATIONS:

MANDATORY TRAININGS ATTENDED

REPORTING TO:

Team Lead

RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

• Provide prompt and effective support for VIP users, ensuring minimal disruption.
• Provide onsite technical support for Windows and Mac devices, including mobile devices (tablets and laptops).
• Install and troubleshoot Antivirus agents on the desktops.
• Support and troubleshoot Office 365 applications, OneDrive, and VPN client applications.
• Conduct basic network troubleshooting (LAN, Wi-Fi, and VPN issues).
• Perform OS imaging, deployment, and configuration of new laptops.
• Participate in bulk asset movement, including device preparation and deployment.
• Perform spare parts replacement for laptops and CPUs.
• Provide L1 support for Printers, Smart TVs, Audio and Video conferencing equipment
• Provide L1 stand in support in Boardrooms and Meeting rooms.
• Troubleshoot technical issues and document solutions in knowledge base articles.
• Document incidents, resolutions, and maintain accurate service records.

CERTIFICATIONS:

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

OPTIONAL

Proficiency in supporting Windows 10/11 and macOS

Knowledge of OS imaging and deployment tools (e.g., MDT, SCCM, Jamf)

Knowledge of Service Management tools

SOFT SKILLS:

MANDATORY

OPTIONAL

1.      Good communication

2.      Ability to multi-task

3.      Customer Servicing Skills