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Job Purpose: The IT Support Engineer is responsible for providing technical support and assistance to employees and users within the organization. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, ensuring systems are running efficiently, and providing on-site and remote support. The IT Support Engineer ensures that the organization's IT systems and applications function smoothly to support business operations. Responsibilities: Technical Support : Provide day-to-day support to users for hardware, software, and network-related issues. Troubleshoot and resolve technical problems related to desktop computers, laptop, printers, mobile devices, and software applications. Respond to and manage service desk tickets in a timely manner, ensuring issues are resolved within established SLAs. Provide remote and on-site support to employees across various locations. System Maintenance & Installation : Install, configure, and maintain hardware and software systems, including operating systems, applications, and peripherals. Perform system updates, patches, and upgrades to ensure systems are secure and up to date. Manage user accounts, permissions, and access to network resources. Network Support : Assist in the installation and maintenance of network equipment, including routers, switches, and wireless access points. Monitor network performance and troubleshoot connectivity issues. Ensure the smooth operation of VPNs, remote access, and other networking tools. IT Infrastructure Management : Manage CCTV and Biometric systems Support system backups and disaster recovery plans. Perform regular checks to ensure all systems and hardware are functioning properly. Assist in maintaining Office 365 Documentation & Reporting : Maintain documentation of IT systems, procedures, and user issues for future reference and reporting. Generate reports on support tickets, system performance, and other relevant metrics. Provide documentation and training for users on common IT processes and software. Security : Ensure systems are secure by assisting with the deployment and management of security software (anti-virus, firewalls, etc.). Assist in identifying and mitigating security risks, ensuring user data is protected. User Training & Assistance : Provide training and guidance to end-users on how to use software applications, hardware, and other IT-related tools. Help users understand basic IT procedures, including password resets, file sharing, and application troubleshooting. Collaboration : Work with other IT team members on projects, system implementations, and upgrades. Assist in the deployment of new IT initiatives and technology upgrades. Liaise with third-party vendors for support and system repairs. Qualifications: Education : Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience). Experience : 3-5 years of experience in IT support or a similar technical role. Proven experience supporting hardware, software, and networking systems. Skills : Strong understanding of operating systems (Windows, macOS, Linux) and office productivity software (Microsoft Office, Google Workspace). Experience with troubleshooting hardware, networking issues, and software applications. Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN. Familiarity with remote desktop tools and virtual environments. Ability to manage time efficiently and prioritize tasks. Strong communication and customer service skills. Strong knowledge in Biometric system. Strong knowledge about CCTV devices. Show more Show less
