IT Support Engineer

Job Description

REQUIREMENTS

• Bachelor’s Degree in Computer Engineering, Computer Science or a relevant field
• MCSE or CCNA certifications preferred
• Good understanding of MS Windows 7 and other Microsoft client operating systems
• Working and conceptual knowledge of networking basics
• Ability to manage end users’ expectations and keep them satisfied
• Excellent team worker
• Proficient (Read, Write, Speak) in English

RESPONSIBILITIES

• Provide first-line support for hardware, software, and network-related issues via phone, email and in-person
• Diagnose and fix issues of end user systems related to Operating Systems, Internet Browsers (ie. Explorer), MS Office & MS products (Word, Excel, PowerPoint, Outlook etc.), Local Area Network connectivity, Wireless connectivity, First Level Hardware diagnosis, Printing issues, Software Installation, PC relocation and minor changes, Peripheral device connectivity or device driver
• Manage and maintain IT assets, including computers, printers, and other peripheral devices
• Install, upgrade and configure operating systems and software applications, ensuring compliance with the company policies
• Monitor software licensing and provide necessary updates for compliance and security
• Assist in maintaining network connectivity, including troubleshooting connectivity issues and performing basic network configuration
• Conduct routine system and network monitoring to identify and resolve potential issues before they impact users
• Support larger IT projects as needed, providing input and assistance during implementation
• Collaborate with other IT teams to identify trends and improve infrastructure and service delivery
• Monitor system screens for error messages or alerts
• Ensure uninterrupted system operation
• Ensure industry and local physical security processes are followed
• Ensure schedules finish on time to meet service level agreements
• Log errors and resolutions to prevent system bottlenecks
• Close incident records within defined timeline
• Determine severity and prioritization classification for the Incident
• Identify/associate related incidents
• Initiate Request for Change (RFC) record, if needed
• Manage Incidents to resolution
• Perform Incident diagnostics
• Resolve incidents and restore service
• Conduct root cause analysis
• Coordinate problem resolution
• Determine need for additional resources and assign to correct service provider
• Develop innovative solutions
• Escalate issues to ensure proper sense of urgency / resource allocation
• Perform full system and data back-ups of all required data and architecture
• Manage user accounts on the system
• Perform regular system checks and housekeeping
• Repair/update hardware, software and operating systems
• Install / configure application software
• Effectively and efficiently troubleshoot system problems
• Consistently fix system problems with minimal downtime
• Proactively identify system upgrades to enhance the services offered to the client
• Analyse/review Request and determine if escalation is needed
• Apply ITIL framework
• Determine severity and prioritization classification for the Request
• Escalate issues to ensure proper sense of urgency / resource allocation
• Manage Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing
• Work collaboratively with organizational peers
• Monitor and resolve all ticket escalations within your area of responsibility
• Establish strong relationships with the client and their leadership by following through on requests, resolving escalations and providing status in a consistent and timely manner
• Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in SIBCA organization

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