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).

·        Perform MDM (Mobile Device Management) enrolment.

·        Install, configure, and maintain Antivirus and Endpoint Detection & Response (EDR)

solutions.

·        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+

·      ITIL V3/V4

·      Microsoft 365 Certifications

SOFT SKILLS:

MANDATORY

·     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