IT Engineer

Role and Responsibilities:

User Support

•  Provide first-level technical support to end-users.
•  Address and resolve hardware and software issues promptly.
•  Assist users in troubleshooting problems with computers, software, and peripherals.

Ticket Management

•  Log and prioritize support tickets using a ticketing system.
•  Ensure timely resolution of issues according to service level agreements (SLAs).
•  Update tickets with accurate and detailed information.

Hardware and Software installation

•  Install, configure, and maintain computer systems and software applications.
•  Set up new workstations and ensure proper functionality.
•  Upgrade and update software and hardware components as needed.

Network Support

•  Troubleshoot and resolve basic network connectivity issues.
•  Assist in the setup and configuration of network devices.
•  Collaborate with network administrators for more complex network problems.

Security Maintenance

•  Implement and maintain security measures to protect IT systems.
•  Conduct security audits and risk assessments.
•  Respond to and mitigate security incidents.

Documentation

•  Create and update documentation for common issues and solutions.
•  Maintain an organized knowledge base for future reference.

Remote Assistance

•  Provide remote assistance to users through phone or remote desktop tools.
•  Guide users through troubleshooting steps and issue resolution.

Training and Education

•  Conduct training sessions for end-users on software and systems.
•  Create instructional materials to help users understand common tasks.

Collaboration

•  Collaborate with other IT teams to resolve complex issues.