IT Support Engineer
Core
Providing technical assistance to internal clients by installing, upgrading, and troubleshooting hardware and software systems.
Role type
Desktop Support Engineer
Builds
Internal IT support services for end users
Domain
IT Infrastructure / Enterprise Support
Deliverable
client delivery
Required skills
Windows/Linux/Mac OS environment familiarity, office automation products knowledge, computer peripherals expertise, network security practices, anti-virus programs, remote troubleshooting, problem-solving, multitasking
Preferred skills
IT Training and Certifications in Hardware and Networking
Technologies
Windows, Linux, Mac OS
Responsibilities
Address user tickets regarding hardware, software and networking; Walk customers through installing applications and computer peripherals; Ask targeted questions to diagnose problems; Guide users with simple, step-by-step instructions; Conduct remote troubleshooting; Test alternative pathways until the issue is resolved; Customize desktop applications to meet user needs; Record technical issues and solutions in logs; 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 technical documentation and manuals
Seniority
Mid-Senior (6-8 years experience)
