Technical Support Engineer

Role & responsibilities

• Provide first-level IT support to users via phone, email, chat, and in person.
• Troubleshoot Windows desktop/laptop, printer, network, and peripheral issues.
• Install, configure, and maintain desktops, laptops, operating systems, and software applications.
• Perform basic troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and Internet connectivity.
• Configure and troubleshoot Microsoft Outlook, Microsoft 365, Teams, and other business applications.
• Create, update, and manage incidents and service requests using an ITSM/helpdesk ticketing system.
• Handle user account and access-related issues, including basic Active Directory tasks such as password resets and account unlocks.
• Perform hardware diagnosis and coordinate hardware repair/replacement when required.
• Assist with onboarding and offboarding of employees, including system setup and access provisioning.
• Maintain IT asset records and ensure proper allocation of laptops, desktops, peripherals, and accessories.
• Follow IT security policies, endpoint-security procedures, and organizational IT standards.
• Escalate unresolved or complex issues to L2/L3 support teams with proper troubleshooting details.
• Maintain knowledge-base articles and document recurring issues and solutions.

Preferred candidate profile

• Bachelor's degree/diploma in Computer Science, IT, Engineering, or a related field.