Support engineer

Job Description:

Suport Key Responsibility Areas

Designing and installing computer hardware configurations. Installing software and networking systems.

Troubleshooting network and software issues. Fixing hardware, software, and networking issues.

Responding to general IT requests.

Ensuring security software and mechanisms are up to date.

Filing monthly reports for the Management Information System (MIS), compiling support request logs, and preparing MIS reports.

Routine meetings with the internal team to discuss system needs.

Raising service requests to original equipment manufacturers (OEMs) and ISPs like Dell, HP, Lenovo, Tata, Vi etc.

Maintaining IT asset tracker, inventory, and configuring/maintaining IT assets.

Maintaining Min/Max sock for tech equipment.

Performing troubleshooting for system failures and identifying bottlenecks for long-term network efficiency.

Organizing and scheduling upgrades and maintenance without disrupting others' work.

Performing Predictive/Preventive maintenance.

Conduct regular data backups to protect the organization's information.

Creating training manuals and instruction manuals and keeping them up-to-date

Handling and closing support requests in a timely manner.

Escalating support requests when required to ensure that service quality is maintained.

Recognizing, documenting, and alerting the team of trends in user support requests.

Educational Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.

4-5 years of work experience and knowledge of Identity Management, Google's Workspace, Video Conferencing, security applications, etc.

Administration of MS Office Suite and equivalent desktop/cloud applications.

Development, installation, configuration, and administration of computer systems, and audio-video equipment.

Basic firewall administration and management.

Basic understanding of Networking and Networking equipment.

Knowledge of helpdesk and IT operations best practices.

Key Skills Required

Ability to provide remote support for troubleshooting.

Monitoring system implementation, configuration, and management.

Active Directory / Domain Controller support.

Understanding of security, storage, data protection, and disaster recovery protocols.

Training users on new systems, protocols, and best practices.

Creation of Standard Operating Procedures (SOPs).