JOB DESCRIPTION

JOB TITLE: Technical Support Engineer

JOB PURPOSE: END-USER Support – Field Support Engineer

QUALIFICATION: Graduation

CERTIFICATIONS: CCNA, MCSA, CompTIA A+

EXPERIENCE: 4 + Years

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Hardware Setup: Install, configure, and maintain desktop computers, printers, and other peripherals.
• Software Installation: Install and configure operating systems, office applications, and other software as required by users.
• System Configuration: Set up user accounts, permissions, and security settings according to organizational policies.
• End-User Assistance: Provide technical support to end-users via phone, email, or in-person. Troubleshoot and resolve hardware and software issues.
• Problem Diagnosis: Identify and diagnose hardware and software issues; perform repairs or escalate to higher-level support if necessary.
• Remote Support: Use remote desktop tools to assist users with troubleshooting and resolving issues.
• Network Configuration: Set up and troubleshoot network connections, including wired and wireless networks.
• Connectivity Issues: Diagnose and resolve issues related to network connectivity, including IP address conflicts and VPN connections.

MANDATORY TECHNICAL SKILLS / COMPETENCIES:

• Candidate must have hands-on experience in Windows and MAC OS.
• Must have supported end-users, Top Management Users.
• Must know about KPI's, SLA's and knowledge about ITSM tools like ServiceDesk Plus.
• Good communication skills verbal and written.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude.