The IT Support Engineer provides technical support to end-users, ensuring smooth operation of desktops, laptops, printers, and IT peripherals. The role covers installation, configuration, troubleshooting, and maintenance of hardware, software, and networking systems, including VPN and remote access. Key responsibilities include user onboarding/offboarding, IT asset management, enforcing security policies, and supporting collaboration tools such as Zoom and Microsoft Teams. The engineer also contributes to IT projects and ensures compliance with IT standards.
Job Responsibilities:
- Provide timely and effective technical support to end-users, resolving issues related to desktops, laptops, printers, and other IT peripherals.
- Install, configure, and maintain hardware devices such as printers, scanners, and peripheral equipment on user workstations.
- Assist with user onboarding and offboarding, including hardware provisioning, account setup, and access management.
- Communicate professionally with users and IT team members to ensure efficient resolution of technical issues.
- Configure, manage, and support VPN connections on Windows and macOS systems.
- Provide remote support to site users using remote access tools.
- Monitor, maintain, and update the IT asset inventory, always ensuring accuracy.
- Support and maintain basic networking equipment, including switches, Wi-Fi access points, and assist with firewall/router configurations at remote sites.
- Perform system health checks to ensure optimal performance and uptime.
- Install, configure, and troubleshoot desktops and laptops, including Windows 10/11 and macOS operating systems.
- Conduct routine system maintenance such as OS patching, antivirus updates, and performance tuning.
- Manage and support users on biometric attendance and access control systems.
- Enforce IT security policies and best practices across end-user systems to ensure compliance and data protection.
- Provide technical support for conferencing and collaboration tools (e.g., Zoom, Microsoft Teams), including setup and troubleshooting of audio/video & conferencing equipment.
- Monitor system performance and user feedback, recommending improvements where necessary.
- Respond to IT incidents promptly and ensure service level agreements (SLAs) are met.
- Procure, manage, and track IT assets such as laptops, printers, accessories, and software licenses.
- Contribute to the rollout and support of IT-related projects.
Requirements
Minimum Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field.
- Relevant technical certifications preferred (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation, or similar).
- 3-5 years of hands-on experience in IT desktop support or technical support roles.
Required Skills:
- Proficient in Windows 10/11, macOS, and commonly used enterprise applications.
- Strong knowledge of LAN/WAN, TCP/IP, DNS, DHCP, and basic firewall concepts.
- Experience supporting remote users through tools such as RDP, AnyDesk, and TeamViewer.
- Familiarity with ITIL processes and best practices.
- Strong analytical, diagnostic, and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- High attention to detail with a focus on delivering quality support.
- Collaborative team player with a willingness to share knowledge and support colleagues
