RDS Engineer

Job Description

Key Skills: Technical Support, Technical Service, LAN/WAN, Application Support, Monitoring, Troubleshooting Roles and Responsibilities: The first point of contact for users needing IT support, troubleshooting hardware and software issues, and providing remote assistance via various tools, while escalating complex issues to higher levels. Provide First-Level Technical Support: Address basic IT issues and questions from users, acting as the initial point of contact for technical assistance. Remote Troubleshooting: Diagnose and resolve hardware and software problems remotely using various tools and techniques. Software and Hardware Support: Install, configure, and troubleshoot software applications and hardware devices. Network Support: Assist with basic network issues, ensuring smooth connectivity and performance. User Training and Guidance: Provide guidance and training to users on using software, hardware, and IT systems. Escalate Complex Issues: Identify and escalate complex issues to higher-level support engineers when necessary. Maintain Accurate Records: Keep detailed records of all issues, resolutions, and user interactions. Follow Procedures and Policies: Adhere to company policies and procedures for IT support and security. Assist with user account setup and application installation. Provide step by step instructions to users to resolve issues. Skills Required: Basic IT Knowledge: Understanding of computer hardware, software, and networking fundamentals. Troubleshooting Skills: Ability to diagnose and resolve common IT issues. Communication Skills: Ability to communicate effectively with users, both verbally and in writing. Customer Service Skills: Ability to provide excellent customer service and build positive relationships with users. Remote Access Tools: Familiarity with remote desktop software and other remote access tools. Problem-Solving Skills: Ability to identify and resolve technical problems efficiently. Basic understanding of operating systems (Windows, macOS, etc.). Knowledge of basic networking concepts (LAN, WAN, etc.). Education: Bachelor's Degree in related field.