Technical Support Engineer

Job Description

Role & responsibilities : Addressing user tickets (ITSM) regarding hardware, software, and networking via Remote or Desk visit Walking users through installing applications and computer peripherals Asking targeted questions to diagnose problems. Job brief We are looking for a Desktop Support Engineer to provide technical assistance to our Users. You will help install, upgrade, and troubleshoot hardware and software systems. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Responsibilities Address user tickets regarding hardware, software, and networking Walk users through installing applications and computer peripherals. Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions Conduct remote troubleshooting. Co-ordinate with multiple internal IT Teams till issue resolution Customize desktop applications to meet user needs. Record technical issues and solutions in logs/tickets and ensure SLA compliance. Direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional. Report customer feedback and potential product requests. Help create, update & manage technical documentation and manuals. IT Assets (Hardware & Software) Inventory. Antivirus, DLP & Patch Management Compliance (Monitoring/Reporting/Ensuring) Troubleshoot Network (LAN, Wi-Fi & Network Switch/Firewalls (Switch & Firewalls troubleshooting will be under Network teams supervision or guidance) Issues Requirements and skills Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role for at least 3 years. Must be familiar with ITIL & ITSM concepts. Must have handled VIP User Support. Hands-on experience with Windows/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions. Excellent problem-solving and multitasking skills & Ownership Customer-oriented attitude