IT Support Engineer

The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries.

Second Level Support

• Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk)

Problem Management

• Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties)

Desktop Team Scope Include

• Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals
• Software Installation and Configuration
• Orienting end-users with basic usage of IT assets and services, including basic maintenance.
• Support ARIE-IT Projects / Demands delivery (define the role inside)
• Comply with IT policies and procedures

Qualifications

• Bachelor Degree in any field, with Computer related certificates

Experience

• 1 - 3 year experience with Technical support (onsite and remote)

Knowledge & Skills

• Good technical knowledge and familiarity with IT Infrastructure;
• Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals);
• Excellent English communication; able to express thoughts between normal language and technical language
• Positive and Proactive attitude
• Team player
• Committed and Hardworking
•  move to key accountabilities Competent with troubleshooting and resolving incidents/requests
• Capable of providing workarounds when resolution is not readily available
• Active Directory, Microsoft Exchange, Manage Engine Products will be an added advantage
• ITIL awareness/certification is a plus