IT Support Engineer


06 July 2023

The Technical Support is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24/7 operation of systems and when problems arise, provide quick and permanent solutions.

Specific Responsibilities

Maintenance of computer accounts, software licenses and inventory

  • Setting up accounts for staff, ensuring that they know how to log in

  • Installing and configuring computer hardware, software, systems, networks, printers and scanners

  • Investigating, diagnosing and solving computer software and hardware faults

  • Planning and undertaking scheduled maintenance upgrades

  • Repairing equipment and replacing parts

  • Maintaining records of software licenses

  • Managing stocks of equipment, consumables and other supplies

IT issue resolution or escalation

  • Take ownership of internal employees’ issues reported and see problems through to resolution

  • Research, diagnose, troubleshoot and identify solutions to resolve issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Report and feedback

  • Ensure proper recording and closure of all issues

  • Prepare accurate and timely reports

  • Provide prompt and accurate feedback to employees

Capabilities and Skills

  • Language proficiency : English

  • Proven working experience in enterprise technical support, IT support or as a technical engineer

  • Basic knowledge of computer OS, software, equipments

  • Excellent Windows, Mac troubleshooting ability

  • Strong problem-solving skills

  • Excellent client-facing skills

  • Excellent written and verbal communication skills (email, documentation, etc)

  • Good time management skills

Expectations and Outputs

  • Timely issue resolution or escalation resulting in high equipment and system performance

  • On-time report and employee feedback

  • Clear and effective communication

  • Periodically check compliance with information security regulations

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