JOB DESCRIPTION

JOB TITLE: Technical Support Engineer

JOB PURPOSE: For technical support for End User Devices being managed under Managed Services Contract of DHA

QUALIFICATION: 3 Year Technical Diploma or Bachelor's degree in related field (preferred).

CERTIFICATIONS: Any one of - CompTIA A+, ITIL V3/V4, Microsoft 365 Certifications

EXPERIENCE: 3 – 4 Yrs

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Provide onsite technical support for Windows and Mac devices, including mobile devices (tablets and laptops).
• Install, configure, and maintain Antivirus and Endpoint Detection & Response (EDR) solutions.
• Perform MDM (Mobile Device Management) enrolment.
• 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.
• Manage end-user-related IT Security tickets.
• Provide prompt and effective support for VIP users, ensuring minimal disruption.
• 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.

TECHNICAL SKILLS / COMPETENCIES:

MANDATORY

• Awareness of ITIL best practices and experience with ITSM tools such as Ivanti, BMC, ServiceNow, etc.
• Knowledge of IMAC (Install, Move, Add, Change) processes.
• Physical ability to participate in bulk asset movement.

OPTIONAL

• CompTIA A+
• Microsoft 365 Certifications
• ITIL V3/V4

SOFT SKILLS:

• Excellent communication and interpersonal skills.
• Ability to handle VIP user issues with professionalism.
• Ability to work effectively in a team and maintain high customer satisfaction.
• Collaborate with other IT teams to ensure seamless support and issue resolution.