IT Support Engineer

Job Purpose:

• To support the local teams with fast & reliable IT services for employees, and assist in their day-to-day related queries

Job Description:

• Support the company and all end users with IT services, fix issues and ensure hassle free use of computers, laptops, company mobile phones, telecommunication machines and all technology related hardware and software, create and manage user accounts and maintain network performance

Job Accountabilities Linked to Objectives:

• Provide direct support to employees by responding to in-bound phone calls, emails, chat, as well as procedural documentation and relevant reports.
• Install and configure computer hardware operating systems, applications and other IT equipment’s.
• Monitor and maintain computer systems and networks.
• Troubleshoot system and network problems, diagnose and solve hardware/software faults.
• Set up new users' accounts and profiles and deal with password issues.
• In charge of office domain & active directory.
• Troubleshoot and resolve end-user hardware, operating system, and software related problems.
• Troubleshoot and resolve basic network and server access problems for end-users.
• Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN, etc.
• Perform software and basic internet troubleshooting, diagnostics, installation and resolution.
• Enforce security policies and procedures related to information technology systems
• Deal with various vendors (mobile, telecommunications, data etc.) and escalate issues to them directly
• Setup and support mobile devices, desktop telecommunications terminals (phones, voice-mail services and inbound routing)
• Responsible for machine backup, maintain inventory of all equipment, software, and software licenses
• Following company policy and work on all the requests send from the IT administrator
• Support new hire and termination processes and related IT support functions, such as software installations, computer moves and upgrades, staff coaching on new and existing hardware and software, and computer maintenance
• Performs all duties as directed by the direct manager
• Able to work under pressure and out of standard working hours