Technical Support Engineer - End User Support

JOB DESCRIPTION

JOB TITLE: Technical Support Engineer

JOB PURPOSE: END-USER Support – Field Support Engineer

QUALIFICATION: Graduation

CERTIFICATIONS: CCNA, MCSA, CompTIA A+

EXPERIENCE: 4 + Years

RESPONSIBILITIES (INCLUDES ALL TASKS):

Hardware Setup: Install, configure, and maintain desktop computers, printers, and other peripherals.

Software Installation: Install and configure operating systems, office applications, and other software as required by users.

System Configuration: Set up user accounts, permissions, and security settings according to organizational policies.

End-User Assistance: Provide technical support to end-users via phone, email, or in-person. Troubleshoot and resolve hardware and software issues.

Problem Diagnosis: Identify and diagnose hardware and software issues; perform repairs or escalate to higher-level support if necessary.

Remote Support: Use remote desktop tools to assist users with troubleshooting and resolving issues.

Network Configuration: Set up and troubleshoot network connections, including wired and wireless networks.

Connectivity Issues: Diagnose and resolve issues related to network connectivity, including IP address conflicts and VPN connections.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Candidate must have hands-on experience in Windows and MAC OS.
• Must have supported end-users, Top Management Users.

• Must know about KPI's , SLA's and knowledge about ITSM tools like ServiceDesk Plus.
• Good communication skills verbal and written.

• Working knowledge of office automation products and computer peripherals, like printers and

scanners.

• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.

• Customer-oriented attitude.