Engineer

Engineer

As an Engineer, you're at the heart of our service desk operations, providing essential support to our clients. You play a vital role in providing essential support to our clients, handling incoming tickets with tenacity and creativity. Your contributions not only ensure swift resolution of IT issues but also foster a collaborative and enjoyable work environment. With your technical expertise, you'll uphold our commitment to delivering reliable solutions while infusing passion and resourcefulness into everything you do.

Job Duties and Responsibilities

• Respond promptly to client tickets, offering technical support and troubleshooting assistance.
• Diagnose and resolve hardware, software, and network issues remotely when needed.
• Collaborate with internal teams or vendors for complex issues, ensuring thorough resolution.
• Document all ticket interactions and resolutions accurately in our system.
• Communicate effectively with clients, keeping them informed and ensuring clear understanding of technical matters.
• When tackling new tickets, check active tickets for related or duplicate issues to streamline resolution processes.
• Assist with deploying, configuring, and maintaining IT infrastructure components.
• Handle system administration tasks like user account management and Active Directory upkeep.
• Perform routine maintenance, including software updates, patch management, and system backups.
• Provide technical guidance and support to clients and internal stakeholders on IT projects.
• Create and update technical documentation to facilitate knowledge sharing.
• Stay updated on industry trends and technologies through ongoing training and certifications.
• Participate in on-call rotation schedules for after-hours support.

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 2 – 3 years of previous experience in IT support or help desk roles is advantageous.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Knowledge, Skills, and Abilities

• Strong problem-solving skills and technical aptitude.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Familiarity with Windows OS and basic networking concepts.
• Experience with ticketing systems and remote support tools.
• Willingness to learn and adapt to new technologies and processes.