Technical Support Engineer

JOB BRIEF

• The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and problem resolution to end-users and stakeholders across the organization. This role ensures the efficient operation, stability, and security of IT systems by addressing incidents, managing service requests, supporting hardware/software, and performing root-cause analysis in alignment with ITIL best practices.

JOB RESPONSIBILITIES

End-User Support

• Provide Level 2/4 technical assistance for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve issues related to OS, applications, network connectivity, and hardware.
• Support remote users via tools such as Quick Assist, RDP, VPN, and remote management platforms.

Incident & Request Management

• Log, categorize, and resolve issues in ITSM platforms such as ServiceNow or Fresh Service.

• Ensure timely response and closure of tickets based on SLA/SLO commitments.

• Escalate incidents to higher-level engineers when needed.

Hardware & Software Administration

• Install, configure, and maintain operating systems (Windows/macOS) and business applications.
• Deploy software using endpoint management tools such as Tanium, Intune, or SCCM.
• Perform inventory updates related to IT assets and peripherals.

Network & Systems Support

• Assist with basic network troubleshooting (LAN/WAN/Wi-Fi, switches, APs, printers).
• Support user access management (Active Directory, Exchange, Office 365).
• Assist in VPN setup, MFA configuration, and security policy enforcement.

IT Asset Management

• Support asset lifecycle processes (deployment, maintenance, retrieval, and secure disposal).
• Maintain accurate asset records aligned with audit and compliance requirements.
• Perform endpoint secure configuration based on NIST/ISO/CIS benchmarks.

Documentation & Reporting

• Prepare knowledge base articles, troubleshooting guides, and SOPs.
• Document incident resolutions and changes for CAB review.
• Provide weekly/monthly operational reports on tickets, systems health, and trends.

Project & Change Support

• Assist in IT infrastructure and productivity improvement projects.
• Participate in testing, patch deployment, and controlled changes.
• Ensure compliance with change management workflows.

JOB QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred)

• Strong knowledge of Windows 10/11, Linux, and macOS.

• Experience in troubleshooting hardware, software, and network-related issues.

• Familiarity with ITSM platforms such as ServiceNow and Fresh Service.

• Understanding of Active Directory, Office 365, and endpoint security.

• Knowledgeable in security best practices, UAC/GPO, and basic scripting (PowerShell preferred).

• Knowledgeable in Hotel, Casino and ERP application

Certifications (Optional but Preferred)

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator
• Cisco CCNA (advantage)