IT Support Engineer -REMOTE
Brief description :
Roles and Responsibilities
Technical Support:
- Provide first-line technical support to end-users, addressing hardware, software, and network-related issues.
- Troubleshoot and diagnose problems reported by users, utilizing remote assistance tools when necessary.
Issue Resolution:
- Resolve technical issues promptly, ensuring minimal downtime and disruption to end-users.
- Document all reported incidents and service requests, maintaining a detailed record of actions taken.
Customer Service:
- Deliver exceptional customer service by effectively communicating with end-users and ensuring their needs are met.
- Manage user expectations and follow up to ensure satisfaction after issue resolution.
Software and Hardware:
- Install, configure, and maintain software applications and operating systems on end-user devices.
- Perform hardware upgrades, replacements, and repairs as needed.
User Training:
- Assist in providing training to end-users on IT systems, software applications, and best practices to optimize their productivity.
IT Documentation:
- Maintain accurate documentation of IT assets, configurations, and procedures.
- Contribute to knowledge base articles and FAQs to aid end-users in self-help.
Collaboration:
- Collaborate with other IT teams and specialists to escalate and resolve complex issues.
- Communicate effectively with vendors and service providers to coordinate repairs or procure necessary equipment.
Security:
- Enforce IT security policies and protocols, ensuring the confidentiality and integrity of data.
- Assist in malware detection and removal, as well as data backup and recovery.
Continuous Improvement:
- Identify opportunities for process improvement within the service desk to enhance efficiency and user satisfaction.
- Stay updated on emerging IT trends and technologies to provide proactive solutions.
- Administer storage / SAN and security management in various storage technologies (e.g. NAS/ DAS & SAN).
- Manage and maintain network equipment including switches & routers.
- Perform network analysis and trouble-shooting using network issues.
- Oversee and manage the IT Infrastructure such as providing desktop, server, network administrative and support to local and overseas offices
- Liaise with external vendors to troubleshoot problems in relation to IT infrastructure.
- Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk
- Troubleshoot and resolve all problems encountered with hardware and software.
- Ensure customer satisfaction of local clients, in terms of technical issues and matters.
Preferred skills
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- A Minimum of 3 years hands-on experience with IT Support Functions.
- Proven experience in providing technical support in a service desk or helpdesk environment.
- Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications.
- Excellent problem-solving and troubleshooting skills.
- Proficient in English and Hindi Language.
- Exceptional customer service and communication skills.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Basic understanding of IT security principles and best practices.
- Ability to work under pressure and meet service level agreements (SLAs).
- IT certifications such as CompTIA A+, CCNA, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus.
