Technical Support Engineer

Job Description :

1. Troubleshooting and Resolving Issues :

- Identify and resolve hardware, software, and network issues.

- This often involves using diagnostic tools and software.

- Handle more complex issues that Level 1 & Level 2 support cannot resolve and escalate to Level 3 if necessary.

- Use remote access tools to troubleshoot and fix issues without needing to be physically present.

- Provide support to users experiencing technical difficulties, ensuring minimal disruption to their work.

- Offer guidance on best practices and train users on new systems or software.

3. Installation and Configuration :

- Install and configure new hardware, including computers, laptops, and networking equipment.

- Install and configure software applications and ensure they are properly integrated with existing systems.

- Set up and configure network devices such as routers, switches, and firewalls.

4. Account Management :

- Create and manage user accounts, ensuring proper access controls and permissions in local and AD.

- Assist users with password resets and account recovery.

- Ensure users have the appropriate access to systems and data based on their roles.

5. Documentation :

- Maintain detailed records of all support requests, resolutions, and system changes.

- Contribute to and maintain a knowledge base of common issues and solutions.

- Keep track of IT assets, including hardware and software licenses.