Information Technology Support Engineer

About This Role

Responsibilities:

• Manage the daily activities of the helpdesk team and assign tickets based on priority, workload, and technician skill level.
• Provide OS Installation, Software deployment, and technical support for desktops, laptops, Windows 11 clients, Apple MAC, Tablets, Microsoft Office applications, printers, shared folders, mapped drives, and general end-user issues.
• Support PC hardware troubleshooting, including RAM, SSD/HDD, power, display, peripherals, and device replacement coordination.
• Troubleshoot Windows 11 issues, including login problems, user profiles, updates, drivers, performance, and domain connectivity.
• Support Microsoft Office and Microsoft 365 applications, including Outlook profile issues, Office activation, Teams performance, and application errors.
• manage printer issues, including offline printers, print queues, drivers, network printer connectivity, and print server-related problems.
• Manage shared folder access issues, mapped drives, permissions, and user access requests.
• Provide support for Evening meetings after working hours upon request, whether held inside or outside the company premises

Qualifications:

• Minimum 7 years of experience in IT helpdesk, desktop support, or end-user support.
• Strong experience supporting Windows 10/11 client environments.
• Good knowledge of PCs, laptops, printers, and scanners hardware troubleshooting, repair coordination, and replacement procedures.
• Strong experience with Microsoft Office applications, especially Outlook, Excel, Word, PowerPoint, and Teams.
• Experience troubleshooting network printers, print queues, printer drivers, and print server issues.
• Basic knowledge of Active Directory, user accounts, computer accounts, security groups, and basic Group Policy.
• Experience with shared folders, NTFS permissions, mapped drives, and network access troubleshooting.
• Basic networking knowledge, including IP addressing, DNS, DHCP, gateway, VPN, and LAN troubleshooting.
• Ability to lead, guide, and mentor helpdesk technicians.
• Strong documentation skills, including ticket notes, troubleshooting steps, and knowledge base articles.
• Experience with management of Microsoft 365 services and applications
• Excellent communication skills and ability to deal professionally with users at all levels.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365, MD-102, or similar are preferred.