Technical Support Engineer

End-User Support:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to tickets, emails, and phone calls from end-users and resolve technical problems in a timely and efficient manner.

Hardware Troubleshooting:

• Diagnose and resolve hardware issues on desktops, laptops, printers, and other peripherals.
• Perform hardware installations, upgrades, and maintenance as needed.

Software Troubleshooting:

• Troubleshoot and resolve software issues, including applications, operating systems, and utilities.
• Assist end-users with software installations, configurations, and updates.

Network Support:

• Assist in troubleshooting network connectivity issues, both wired and wireless.
• Collaborate with network administrators to resolve complex network problems.

System Administration:

• Perform basic system administration tasks, including user account management, password resets, and access permissions.
• Assist in the maintenance of servers, backups, and other IT infrastructure components.

Remote Support:

• Provide remote support to end-users who are working from different locations.
• Use remote desktop tools to troubleshoot and resolve issues.

Documentation:

• Create and maintain documentation for technical processes, troubleshooting steps, and standard operating procedures.
• Document common issues and their resolutions for knowledge base articles.

Customer Service:

• Deliver excellent customer service by ensuring clear communication and a positive attitude.
• Educate end-users on IT policies, procedures, and best practices.