IT Support Engineer

• Endpoint Support & Management

  • Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
  • Perform operating system installation, software deployment, upgrades, and patch management.
  • Diagnose and resolve hardware and software issues for end users.
  • Maintain inventory and asset records of IT equipment and accessories.
  • Coordinate warranty claims and vendor support for faulty hardware.

  User Support & Helpdesk Operations

  • Provide first-level technical support for business applications and IT services.
  • Respond to user incidents and service requests through ticketing systems, email, phone, or in-person support.
  • Escalate unresolved technical issues to higher-level support teams when necessary.
  • Ensure timely closure of support tickets in accordance with SLA requirements.
  • Assist users with password resets, account access, and basic system configurations.

  Network & Connectivity Support

  • Troubleshoot basic LAN/Wi-Fi connectivity issues.
  • Support VPN access and remote user connectivity.
  • Assist in troubleshooting network printers and shared resources.

  System Maintenance & Security

  • Perform routine system health checks, system patching and preventive maintenance.
  • Support backup and recovery activities for user systems where applicable.
  • Follow IT policies, procedures, and security standards.
  • Maintain detailed technical documentation, knowledge articles, and operational manuals.

  Documentation & Reporting

  Customer Service & Collaboration

  • Build and maintain positive, professional, and respectful relationships with all stakeholders while upholding healthcare service etiquette.
  • Support IT projects, system rollouts, office relocations, and technology upgrades as required.

Desired Candidate Profile

• Education and Certification –

  • Bachelor’s degree in information technology, Computer Science, or a related field.

  Experience

  • 2–5 years of experience in IT support, helpdesk, or desktop support roles.
  • Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
  • Experience in providing first-level support for enterprise/business applications.
  • Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
  • Basic knowledge of networking concepts, Active Directory, and remote support tools.

  Technical Skills

  • Knowledge of hardware diagnostics and troubleshooting.
  • Understanding of ticketing systems and IT service management processes.
  • Basic understanding of LAN/WAN, Wi-Fi, VPN, and printer management.
  • Experience with endpoint security and antivirus solutions.
  • Good communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and under pressure.
  • Customer service-oriented mindset with attention to detail.
  • Microsoft Certification or equivalent certification
  • ITIL Foundation Certification

  Soft Skills

  Preferred Certifications (Optional)

  • Microsoft Certification or equivalent certification
  • ITIL Foundation Certification