IT Support Engineer
3 weeks ago
BROAD FUNCTION
A dedicated and proactive IT Support Engineer with a strong foundation in supporting environments primarily consisting of Windows devices and the Microsoft 365 suite.
Manage IT assets and responsible for troubleshooting/repair, providing technical support, and ensuring seamless end-user IT operations.
Effectively support the organization's IT needs, contribute to a positive user experience, and grow within the role.
ROLES AND RESPONSIBILITIES
- Provide Technical Support: Ensure timely and effective resolution of technical issues related to windows devices and Microsoft 365 applications, minimizing downtime and maintaining productivity.
- Enhance User Experience: Deliver high-quality customer service and support to end-users, ensuring their IT needs are met and they are satisfied with the solutions provided.
- Maintain IT Infrastructure: Assist in the maintenance and optimization of the IT infrastructure, including performing routine updates, backups, and system monitoring to ensure smooth operations.
- Support IT Projects: Contribute to various IT projects and initiatives, providing support and collaborating with the IT team to achieve project goals and improve IT services.
- Develop Technical Skills: Continuously learn and develop technical skills to stay updated with the latest technologies and best practices, enhancing the overall capability of the IT support team.
- Documentation and Reporting: Create and maintain detailed documentation of IT processes, procedures, and troubleshooting steps, ensuring knowledge is shared and easily accessible within the team.
- User Training and Education: Conduct training sessions and create user guides to help end-users effectively utilize Windows devices and Microsoft 365 applications, promoting best practices and reducing common issues.
- On Rotating Roster: Provide standby support during off-office hours and weekend on a rotational basis.
- Ad-Hoc Assignments: carry out any other tasks assigned by the Supervisor or Reporting Officer.
EXPERIENCE
- Technical Support: Provided first-level support to users, resolving issues related to Windows devices and Microsoft 365 applications. Assisted in setting up new workstations and configuring user accounts.
- Incident Management: Logged and tracked support tickets using IT service management tools. Ensured timely resolution of incidents and escalated complex issues to senior engineers when necessary.
- System Maintenance: Performed routine maintenance tasks such as software updates, system backups, and virus scans. Monitored system performance and implemented necessary optimizations.
- User Training: Conducted training sessions for end-users on best practices for using Windows devices and Microsoft 365 applications. Created user guides and FAQs to assist with common issues.
- Collaboration: Worked closely with the IT team to support various projects and initiatives. Participated in team meetings and contributed to the continuous improvement of IT services.
SKILLS
- Technical Support: Proficient in diagnosing and resolving hardware and software issues on Windows devices. Experienced in providing remote and on-site support to end-users.
- Microsoft 365: Skilled in managing and troubleshooting Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Familiar with user account management and license allocation.
- Windows OS: Strong understanding of Windows operating systems (Windows 10/11), including installation, configuration, and maintenance. Knowledgeable in Active Directory for user and group management.
- Networking: Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN. Capable of troubleshooting connectivity issues.
- Customer Service: Excellent communication and interpersonal skills, with a focus on delivering high-quality support and ensuring user satisfaction.
- Documentation: Ability to create and maintain detailed documentation of IT processes, procedures, and troubleshooting steps.
QUALIFICATIONS
- Diploma or Bachelor's Degree in IT with minimally 3-5 years of relevant experience.
- With relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Azure Fundamentals, CCNA, or equivalent will be an advantage.
Outlook
Microsoft 365
A+
Troubleshooting
Azure
Hardware
CCNA
Active Directory
DHCP
Documentation
Windows OS
Networking
Windows
Customer Service
DNS
Incident Management
Technical Support
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