Support Engineer

Role: Desktop Support Engineer

• Hardware and Software Management:
• Install, configure, and upgrade PCs, laptops, and related equipment.
• Troubleshoot hardware and software issues.
• Install and configure operating systems and applications.
• Maintain and update computer inventory and equipment.
• Monitor the performance of a companys desktop infrastructure.
• Other Responsibilities:
• Provide instructions or directly set up desktop hardware.
• Assist with the installation of computer software and operating system updates.
• Record logs of rendered support.
• Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, and AV systems connections.
• Customise desktop applications as per user needs.
• Advise on software and hardware upgrades.
• Create technical reports and manuals.
• Keep up with current breakthroughs in computing technology.
• Train end users when new software or IT regulations arrive.
• Coordinate desktop changes to avoid deployment collisions.
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus
• Technical Support:
• Diagnose and resolve common issues like network connectivity, password resets, email access, and printer problems.
• Track issues from initial report to final resolution.
• Guide users with step-by-step instructions to resolve issues.
• Provide help desk support to users with IT equipment or system problems.
• Receive requests via phone, email, chat, or ticketing systems.