**Job Summary:**
As an IT Support Engineer at Win-Pro, you will be the front-line defense of our client’s IT systems, providing essential support to ensure smooth operations. You will troubleshoot technical issues, implement solutions, and assist in maintaining infrastructure, contributing to an efficient, secure, and reliable IT environment. Your role is critical in making sure our clients' IT systems run like a well-oiled machine.
**Key Responsibilities:**
1. **Technical Support:**
- Provide day-to-day IT support for hardware, software, and network issues.
- Diagnose and troubleshoot desktop, laptop, printer, and network issues in person or remotely.
- Handle incident reports, service requests, and resolve issues in a timely manner, adhering to SLAs.
2. **System Maintenance & Upgrades:**
- Install, configure, and upgrade computer systems and software, ensuring minimal disruption to users.
- Manage user accounts, permissions, and access control for both local and cloud-based systems.
- Perform regular system maintenance, including patch management and updates.
3. **Network & Security:**
- Assist with the monitoring, maintenance, and troubleshooting of network systems (LAN/WAN) to ensure uptime.
- Assist in the implementation of security protocols, firewalls, and antivirus solutions to safeguard data integrity.
- Maintain data backups and disaster recovery plans, testing for business continuity.
4. **Client Training & Documentation:**
- Provide training and technical support to users on various systems, applications, and technologies.
- Maintain thorough documentation of support activities, system configurations, and network setups.
5. **Collaboration:**
- Work closely with other teams such as systems engineers, cybersecurity teams, and third-party vendors to ensure IT infrastructure aligns with business needs.
- Contribute to IT projects, ensuring deadlines are met and solutions are delivered effectively.
**Key Performance Indicators (KPIs):**
- Ticket resolution time
- Customer satisfaction (CSAT)
- Network/system uptime
- Documentation completeness and accuracy
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**Job Requirements:**
1. **Education:**
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or related fields.
2. **Technical Skills:**
- Strong knowledge of Windows, macOS, and Linux operating systems.
- Hands-on experience with desktop hardware, software, printers, and networking devices.
- Familiarity with Active Directory, Office 365 administration, and VPN configurations.
- Knowledge of basic cybersecurity practices and troubleshooting methods.
- Ability to work with various remote support tools and ticketing systems (e.g., Zendesk, Jira, etc.).
3. **Experience:**
- Minimum of 2 years of IT support experience, preferably in a managed services environment.
- Experience in supporting cloud-based solutions (AWS, Azure, Google Cloud) is a plus.
4. **Soft Skills:**
- Strong problem-solving abilities, able to think on your feet and provide quick resolutions.
- Excellent communication skills with the ability to explain technical issues to non-technical users.
- Team player, willing to collaborate and share knowledge.
- Strong organizational skills with attention to detail, able to handle multiple tasks and priorities.
5. **Certifications (Preferred):**
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Azure Fundamentals
- Cisco Certified Network Associate (CCNA)
**What We Offer:**
- A dynamic, team-oriented work environment.
- Opportunities for professional growth and development.
- Competitive salary with performance bonuses.
- Health benefits and ongoing training.
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**Application Process:**
Interested candidates should submit their CV and a cover letter detailing their qualifications and experience via our online portal.
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This job will suit someone with a proactive attitude, a passion for technology, and a strong commitment to customer service. If you’re eager to expand your skills and be part of a team driving innovation in IT solutions, we’d love to hear from you.
