Support Engineer

_Job Purpose_

The purpose of the role is to provide End User Support / Desktop Management / User Account and License Management functions to meet the corporate IT objectives. The IT support staff will be responsible for the day-to-day delivery of IT Support services to client staff, departments and divisions.
- Key Accountabilities_
- Deliver operations to provide support services according to the performance or service level agreements set for corporate IT services and systems.
- Ensure customer satisfaction for the supported systems and services.
- _Job Responsibilities & Duties_
- Responsible for assuring users are provided efficient and timely first and second level support to end users on a 24X7 basis for Windows client laptops/desktops, MacBook mobile devices and printers / faxe
- Build PCs / laptop with Win 10/11, Microsoft 365 / Office Client and other essential software.
- Ensure M365 products are configured properly and fit for business use.
- Coordinate with users to upgrade / swap upgraded PCs / Laptop.
- Ensure software from old PCs are transferred to new / upgraded PC.
- Coordinate all requests related to PC upgrade on behalf of users.
- Plan and maintain records of upgrade activity.
- Ensure smooth transition for the users during PC upgrades.
- Support scope: Install, configure, troubleshoot issues, escalate issues to internal support or engineering team, issue resolution, root cause investigation, writing knowledge base articles, providing user education, coordination and follow up with external hardware / software vendors, follow up with user for confirmation of issue resolution
- Support Ad-hoc tasks regarding client machines like machine configuration information collection for audit, supporting business continuity and disaster recovery exercises and any other tasks required for end user device support operations
- Perform preventative maintenance tasks, fix issues relayed to end user device patching, software delivery and security tools
- Track incident and service request tickets through internal ticketing system and provide timely resolution and updates according to agreed service level set up the organization
- Follow internal process such as Change Management, Incident management.
- Create and store related documentation as per standards.
- Work closely with other support functions for supporting desktop Infrastructure.
- Maintain high-levels of uptime.
- Ability to manage multiple high priority initiatives in a fast paced highly technical environment
- Remains on-call during off-peak hours to respond to support service issues
- Consistently share information on best practices and technology trends and gives recommendation on best practices for business operations.
- Supports the conduct of audit on systems and performance review and makes recommendations for changes, as necessary. Works with cross functional teams to ensure the smooth delivery of the project and operations
- Keep updated with the new technology, trends and changes involved in corporate systems, tools, etc
- Minimum Education/Qualifications_

Diploma / Degree in Computer Science/ Engineering, or any equivalent
Minimum Years/Type of Experience
- At least 2 years of IT working experience with specialization in IT End User Support / Desktop Management Environment
- In-depth knowledge of Windows 10/11 OS and Windows Desktop Applications.
- Setup and operate audio visual equipment for trainings, presentations and meetings
- Knowledge of computer hardware including desktop PCs, laptops, mobile devices and servers
- Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domain (User objects, Computer objects, Groups and security, etc)
- Knowledge of basic networking concepts including wireless and LAN.
- Awareness of commonly used Microsoft products and services
- Working knowledge of enterprise two
- factor authentication (2FA) services including Microsoft Authenticator
- Experience in Endpoint Security (eg Antivirus) Level 1 Support (Antivirus, Anti
- malware, Anti-spyware etc). Tracking Anti
- virus signature status, rectifying Anti-virus client issues and monitoring and resolving virus related security alerts

**Salary**: $3,000.00 - $4,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

Work Location: One location