Technical Support Engineer

Roles and Responsibilities:

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Diagnose and resolve issues related to Windows OS, applications, drivers, and system software.
• Provide technical support through phone, email, remote assistance, and onsite support.
• Install and configure software, applications, antivirus solutions, and system updates.
• Troubleshoot basic networking issues related to LAN, Wi-Fi, Internet, VPN, TCP/IP, DNS, and DHCP.
• Perform hardware upgrades, replacements, preventive maintenance, and routine system checks.
• Manage user accounts, passwords, permissions, and access-related requests.
• Maintain and update IT asset records and inventory.
• Monitor and resolve helpdesk tickets within defined SLA timelines.
• Coordinate with external vendors for hardware repairs, software issues, and technical support.
• Perform system backups, security checks, and basic data recovery activities.
• Escalate complex technical issues to the appropriate IT team or service provider.
• Ensure IT systems and end-user devices remain secure, updated, and operational.

Additional Qualification and Skills:

• Good knowledge of Windows 10/11 and Microsoft Office Suite.
• Strong understanding of computer hardware and troubleshooting.
• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Hands-on knowledge of printers, scanners, CCTV systems, and other peripheral devices.
• Basic understanding of Active Directory and user account management.
• Strong troubleshooting, analytical, and problem-solving skills.