Support Engineer

Role: Desktop Support Engineer

A Desktop Support Engineer provides technical assistance and support to end-users, troubleshooting hardware and software issues, installing and configuring systems, and maintaining the smooth operation of desktop environments.

Key Responsibilities:

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.

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Education

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