Technical Support Engineer

1. Scope of role

To provide a high level of technical support across the company. To continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment.

2. Main responsibilities

• To provide desktop support and general configuration of software
• To provide network support and general configuration
• To Provide Basic Server Support Os installation, Raid Configuration
• To Highlight/Escalate Repetitive Issues with respective persons
• To perform medium level operational duties (i.e. File Backups \ Licensing)
• To provide staff and clients with server support and general maintenance
• Ensure that all internal IT helpdesk requests are actioned
• Achieve KPIs for IT/Helpdesk outputs
• Documenting troubleshooting and problem resolution steps
• Assist with the testing of internal applications and projects
• Maintain Location IT inventory keep user assist record
• DTP , Utility, and Admin related work of Location follow up with Vendor, Electrician and Finance

3. Key skills and experience

• Experience of customer orientated environment
• Knowledge of All desktop OS (i.e Windows, MAC , Linux)
• Knowledge of Squid proxy, Samba
• Basic knowledge of Linux
• Knowledge of Wi-Fi networks.
• Basic knowledge of Server H/W.
• Basic Knowledge of Citrix virtualization platform
• Knowledge of web servers (IIS and Apache)
• Experience of Microsoft Active Directory, DNS, DHCP and File Servers
• Knowledge of VoIP technologies
• Excellent communication skills with the ability to provide advice to non-technically aware users
• Excellent telephone manner
• Ready to work from other locations and night duty if required

4. Key behaviors

• Bright, motivated and driven, with a thirst for digital knowledge.
• Business focused
• Customer focused
• Personable
• Enjoy knowledge sharing and networking.
• Enthusiastic, analytical, creative, innovative and confident.
• Reliable, flexible and cooperative.
• Ability to work well within a team as well as on own

5. Education

• BSc IT /MSc IT, BE, B Tech (IT Hardware and Networking)
• Diploma In Hardware and Networking with Graduation
• Extra Certifications: - MCSE, RHCE, CCNA

6. Minimum 1 Years Experience in IT Hardware and Networking field