Job Description:

The IT Support Engineer will ensure that our company’s end user systems are maintained and supported. In this role, your duties will include a wide range of tasks, including answering user questions, working with desktops, laptops, POS, Printers, Scanners related issues, help internal customers with applications related tasks, etc.

The IT Support Engineer will oversee and maintain the company’s computer hardware and software systems with great skills to assist the company in resolving technical issues concerning customer's issues or company software infrastructure. You will also support computer software integration by diagnosing and troubleshooting common problems.

Role and Responsibilities:

• Provide technical support across the organization's offices and properties, this may be in person, remotely, or over the phone.
• Troubleshoot, install, and upgrade computer system's hardware, such as desktop computers, printers, scanners, and/or handheld devices
• Redesign and configuration of operating systems and system applications.
• Follow up with internal and external customers to ensure timely resolution of IT issues, prepare reports to provide to the IT management.
• Provide technical support to end users for all desktop/laptop issues related to hardware and software thereby providing effective desk side support to users.
• Coordinate with IT Helpdesk to resolve user hardware / software issues on desktops / laptops and POS systems.
• Resolve problems related to network printers and escalate major printer issues.
• Provide daily status updates on helpdesk issues / requests and calls attended to management for review and decision making.
• Responsible to facilitate the smooth functioning of IT systems within the company
• Provide afterhours support as needed
• Automate tasks where possible
• Assist with other duties as directed by management and achieve goals set to be align with organizational goals.
• Provide timely status updates for task assignments to team leads and IT Management.

Experience and Skills:

• 5+ years of Experience in IT support and service management
• MS Office application – Office 365 Productivity Tools
• Experience in PC and hardware troubleshooting
• Experience in software fixing and general business applications support when required
• Experience in Windows administration and Active Directory, Outlook
• Solid Experience with SCCM/Endpoint Configuration manager
• Extensive experience in PC Imaging, Automated deployment of Windows and upgrades
• TCP/IP and networking background – the ability to analyze and troubleshoot network-related problems.
• Advanced working knowledge of current Microsoft Operating Systems and Office software packages
• Ensure timely and controlled deployments in production

Qualifications and Certifications:

• A Bachelor Degree in Computer Science
• CompTIA A+ and Network+ Certifications will be an added advantage
• Office 365 Certification will be a plus
• ITIL Certification