IT Support Engineer
Skills
About This Role
Endpoint Support & Management
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
- Perform operating system installation, software deployment, upgrades, and patch management.
- Diagnose and resolve hardware and software issues for end users.
- Maintain inventory and asset records of IT equipment and accessories.
- Coordinate warranty claims and vendor support for faulty hardware.
User Support & Helpdesk Operations
- Provide first-level technical support for business applications and IT services.
- Respond to user incidents and service requests through ticketing systems, email, phone, or in-person support.
- Escalate unresolved technical issues to higher-level support teams when necessary.
- Ensure timely closure of support tickets in accordance with SLA requirements.
- Assist users with password resets, account access, and basic system configurations.
• Network & Connectivity Support
- Troubleshoot basic LAN/Wi-Fi connectivity issues.
- Support VPN access and remote user connectivity.
- Assist in troubleshooting network printers and shared resources.
• System Maintenance & Security
- Perform routine system health checks, system patching and preventive maintenance.
- Support backup and recovery activities for user systems where applicable.
- Follow IT policies, procedures, and security standards.
- Maintain detailed technical documentation, knowledge articles, and operational manuals.
• Customer Service & Collaboration
- Build and maintain positive, professional, and respectful relationships with all stakeholders while upholding healthcare service etiquette.
- Support IT projects, system rollouts, office relocations, and technology upgrades as required.
Education
- and Certification –
- Bachelor’s degree in information technology, Computer Science, or a related field.
Experience
- 2–5 years of experience in IT support, helpdesk, or desktop support roles.
- Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
- Experience in providing first-level support for enterprise/business applications.
- Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
- Basic knowledge of networking concepts, Active Directory, and remote support tools.
- Technical Skills
- Knowledge of hardware diagnostics and troubleshooting.
- Understanding of ticketing systems and IT service management processes.
- Basic understanding of LAN/WAN, Wi-Fi, VPN, and printer management.
- Experience with endpoint security and antivirus solutions.
- Good communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and under pressure.
- Customer service-oriented mindset with attention to detail.
- Microsoft Certification or equivalent certification
ITIL Foundation Certification
- Bachelor’s degree in information technology, Computer Science, or a related field.
Experience
- 2–5 years of experience in IT support, helpdesk, or desktop support roles.
- Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
- Experience in providing first-level support for enterprise/business applications.
- Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
- Basic knowledge of networking concepts, Active Directory, and remote support tools.
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