It Support Engineer

Overview

• Provide technical support to end-users on computer systems, ensuring efficient problem resolution and maintaining client satisfaction.
• Act as the first point of contact for technical assistance, utilizing diagnostic techniques and automated ticket systems.
• Perform remote troubleshooting, identifying solutions based on customer-provided details and guiding them through problem-solving processes.
• Collaborate with internal teams to escalate unresolved issues and ensure timely resolutions.
• Maintain accurate records of events, problems, and resolutions within support systems.
• Contribute to refining documentation, troubleshooting guides, and automation scripts for network management functions.
• Assist with client onboarding tasks, deploying and supporting client PCs and laptops remotely and onsite.
• Research and apply best practices within the area of expertise to enhance service delivery.

Key Responsibilities & Duties

• Serve as the initial contact for technical assistance, managing customer inquiries via phone or ticketing systems.
• Conduct remote troubleshooting using diagnostic techniques and pertinent questions to determine solutions.
• Guide customers through problem-solving processes and escalate unresolved issues to higher support levels.
• Provide accurate information on IT products and services, ensuring customer understanding and satisfaction.
• Document events, problems, and resolutions within support systems for future reference.
• Follow up on customer status and information, ensuring timely updates and feedback collection.
• Identify and suggest improvements to procedures, enhancing efficiency and customer experience.
• Deploy, troubleshoot, and support client PCs and laptops both remotely and onsite.
• Collaborate on refining documentation, troubleshooting guides, and automation scripts for network management functions.

Job Requirements

• Associate of Arts (AA) degree or equivalent educational background.
• Minimum 1 year of Help Desk experience, including internships or job roles.
• Preferred certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900).
• Optional certifications: Microsoft 365 Security, Compliance & Identity Fundamentals, CompTIA Security+.
• Ability to obtain ConnectWise Automate Expert Certification and Azure Fundamentals (AZ-900).
• Strong technical knowledge and effective communication skills for problem understanding and solution explanation.
• Customer-oriented approach with patience to handle challenging situations.
• Proficiency in deploying and supporting client PCs and laptops remotely and onsite.
• Experience with automated ticket systems and diagnostic techniques for troubleshooting.