Technical Support Engineer

Technical Support Engineer - Job Description:

Key Qualifications:

• Education: Diploma/Degree in Computer Science, Information Technology, Computer Engineering, or equivalent.

• Experience: min 2-3 years of practical experience in enterprise-level IT support, demonstrating increasing levels of responsibility.

• Technical Breadth: Proficiency in general IT operations, including desktops/laptops, mobile devices, networked printers, VPN, Wi-Fi & LAN, basic security protocols, endpoint imaging, and remote support tools.

• Attitude: Self-motivated, possess a "can-do" attitude, and a strong customer support orientation.

• Desired IT Industry Certifications: ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/ Cloud / AI Technologies.

Key Responsibilities:

• Provide high-touch technical support via phone, chat, ticketing, and in-person channels.

• Expert-level troubleshooting for Windows 11 & Microsoft Office 365 (specifically Outlook and OneDrive).

• Serve as an L2 technical escalation point for Service Desk analysts.

• Accurate incident and request management within ServiceNow ensuring strict adherence to SLAs.

• Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible.

• In-depth familiarity with PC components (CPU, Motherboard, RAM, Graphics, etc).

• Hardware lifecycle management: PC refreshes, maintenance, installs, upgrades, and peripheral troubleshooting.

• Level 1 support for IP phones, multi-function printers, and video conferencing suites.

• Provide business simulations and Virtual Reality (VR) support used in various courses.

• Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools.

• Assist in onboarding new staff by preparing and deploying IT assets.

• Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring.

• Deliver white-glove support to Executive and VIP/VVIP stakeholders.

• Attending and participating in regular scheduled team meetings, development trainings and workshops as needed.

• MAC OS / IOS devices support experience is desired but not mandatory.▪

• Work with other members of the Digital Team, customers, and stakeholders in a professional and timely manner.