Senior Technical Support Engineer

User Support & Troubleshooting

• Provide day-to-day technical assistance to employees on hardware, software, printers, and peripheral devices.
• Diagnose and resolve common desktop, laptop, and mobile device issues.
• Support end-users with business applications (e.g., Microsoft 365, Automotive diagnosing tools, 
• SAP first level of support [re-direct issues to intended SAP responsible consultant engineer]
• Understanding & Support custom made applications (e.g., Queueing System…)
• Escalate complex issues to senior staff when necessary.

System & Account Management

• Create and manage user accounts, passwords, and access rights in Active Directory various Windows server versions
• Assist with email setup, backup, mailbox management & troubleshoot Outlook issues.
• Ensure proper configuration of employee workstations according to company standards.

Network & Connectivity Support

• Provide first-line troubleshooting for LAN, Wi-Fi, and VPN connectivity issues.
• Monitor and provide reports for ADSL/VDSL & internet lines performance and quota usage
• Coordinate with the network/System admins or vendors for unresolved network problems.
• Assist and support remote users over company remote branches.

Hardware & Software Maintenance

• Install, configure, and update operating systems and business applications.
• Perform routine maintenance of desktops, laptops, and printers.
• Track and provide reports of IT assets, user’s computers/ IT hardware list and computers upgrade history. 

Security & Compliance

• Follow IT security policies and ensure employees use systems securely.
• Support & monitor Kaspersky antivirus, endpoint protection, and server/agent updates, interfere 
• Report any suspicious activity or potential security breaches.
• Providing prompt intervention to resolve antivirus issues based on the reports generated from the Kaspersky server.

Customer Service & Communication

• Respond promptly to support requests ensuring minimal downtime.
• Communicate technical solutions clearly to non-technical staff.
• Provide excellent customer service to maintain user satisfaction.
• Maintaining consistent system upkeep and effectively representing the IT department in front of stakeholders, ensuring a professional image and reliable support.