Highly motivated and detail-oriented IT Support Engineer with 3 years of experience in providing top-notch technical support to clients and internal teams. Proficient in troubleshooting and resolving hardware, software, and network issues. Strong understanding of Microsoft Windows, Server, and Mobile operating systems. Excellent communication and problem-solving skills.
Responsibilities:
- Installing and configuring user computer systems.
- Creating and administering user accounts.
- Responding to users' IT support requests within agreed SLA’s/turnaround times.
- Meeting with users to diagnose software, networking, or hardware issues.
- Taking ownership of user issues reported and seeing problems through to resolution.
- Providing technical support on-site or via remote-access systems as required.
- Offering solutions that meet the needs of the user/business.
- Repairing hardware malfunctions, software issues, and networking problems.
- Maintaining good user relations.
- Tracking and managing work records.
- Documenting system processes.
- Managing backups and restorations.
- Controlling IT stock and ensuring that an asset register is maintained.
- Maintaining the Server room environment both operationally and physically.
- Completing monthly housekeeping tasks as per schedule.
- Following standard procedures for proper escalation of unresolved issues to appropriate internal teams.
- Compiling job reports.
- Maintaining good relationships with third-party vendors and suppliers.
- Ongoing monitoring of server and network performance.
Education:
- Bachelor’s degree in information technology or computer science.
- CompTIA A Certification.
Experience:
- Proven work experience as a technical support engineer.
Technical Skills:
- Networking: TCP/IP, DNS, DHCP, Switches, Routers.
- Software: Microsoft Office, Antivirus, Firewalls.
- Protocols: HTTP, FTP, SSH.
- IT Service Management: ITIL Foundation Certified.
Soft Skills:
- Excellent communication and problem-solving skills.
- Strong attention to detail and analytical skills.
- Ability to work under pressure and manage multiple tasks.
- Team player with a positive attitude and willingness to learn.
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