Role & Responsibilities:
– Lead the team of support engineers and ensure help desk tasks and duties are properly assigned.
– Ensure SLA targets are achieved.
– Provide support and guidance whenever needed for the support engineers.
– Provide technical support for end-users for various software and hardware systems.
– Respond to technical enquiries via phone, email, chat, or in-person and provide resolution and escalation, as necessary.
– Troubleshoot and resolve hardware issues including desktops, laptops, printers.
– Strong knowledge of Windows Operating Systems, MacOS and Linux
– Strong knowledge in configuring, troubleshooting, and fixing printing issues.
– Ability to identify and troubleshoot network connectivity.
– Collaborate with other IT teams such as network, systems, and security to resolve complex technical issues.
– Monitor and maintain inventory of hardware, software, licenses, and order placement as needed.
– Stay up to date with new technologies and products.
– Strong communication and customer service skills.
– Knowledge of network protocols and technologies including TCP/IP, DNS, DHCP, etc.
– Knowledge of Microsoft Active directory.
– Experience with using remote desktop tools and techniques.
– Familiar with troubleshooting of McAfee agents on endpoint devices
– Experience with deploying, troubleshooting, and fixing ISE client on end-users’ desktops and laptops.
– Experience in configuring Cisco and Avaya IP phones.
Qualifications:
– Bachelor’s degree in Computer Science, Information technology, or a related field.
– A minimum of 5 years of experience as IT support Engineer.
– Strong communication skills and ability to work effectively with other IT staff and support end-users.
– Ability to manage multiple projects and priorities