IT Support Engineer

Job Description

Roles & ResponsibilitiesProvide first-line support for hardware, software, and network-related issues via phone, email and in-personDiagnose and fix issues of end user systems related to Operating Systems, Internet Browsers (ie. Explorer), MS Office & MS products (Word, Excel, PowerPoint, Outlook etc.), Local Area Network connectivity, Wireless connectivity, First Level Hardware diagnosis, Printing issues, Software Installation, PC relocation and minor changes, Peripheral device connectivity or device driverManage and maintain IT assets, including computers, printers, and other peripheral devicesInstall, upgrade and configure operating systems and software applications, ensuring compliance with the company policiesMonitor software licensing and provide necessary updates for compliance and securityAssist in maintaining network connectivity, including troubleshooting connectivity issues and performing basic network configurationConduct routine system and network monitoring to identify and resolve potential issues before they impact usersSupport larger IT projects as needed, providing input and assistance during implementationCollaborate with other IT teams to identify trends and improve infrastructure and service deliveryMonitor system screens for error messages or alertsEnsure uninterrupted system operationEnsure industry and local physical security processes are followedEnsure schedules finish on time to meet service level agreementsLog errors and resolutions to prevent system bottlenecksClose incident records within defined timelineDetermine severity and prioritization classification for the IncidentIdentify/associate related incidentsInitiate Request for Change (RFC) record, if neededManage Incidents to resolutionPerform Incident diagnosticsResolve incidents and restore serviceConduct root cause analysisCoordinate problem resolutionDetermine need for additional resources and assign to correct service providerDevelop innovative solutionsEscalate issues to ensure proper sense of urgency / resource allocationPerform full system and data back-ups of all required data and architectureManage user accounts on the systemPerform regular system checks and housekeepingRepair/update hardware, software and operating systemsInstall / configure application softwareEffectively and efficiently troubleshoot system problemsConsistently fix system problems with minimal downtimeProactively identify system upgrades to enhance the services offered to the clientAnalyse/review Request and determine if escalation is neededApply ITIL frameworkDetermine severity and prioritization classification for the RequestEscalate issues to ensure proper sense of urgency / resource allocationManage Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routingWork collaboratively with organizational peersMonitor and resolve all ticket escalations within your area of responsibilityEstablish strong relationships with the client and their leadership by following through on requests, resolving escalations and providing status in a consistent and timely mannerUnderstand and practice information security fundamentals covering confidentiality, integrity and availability of information in SIBCA organizationDesired Candidate ProfileBachelor?s Degree in Computer Engineering, Computer Science or a relevant fieldMCSE or CCNA certifications preferredGood understanding of MS Windows 7 and other Microsoft client operating systemsWorking and conceptual knowledge of networking basicsAbility to manage end users? expectations and keep them satisfiedExcellent team workerProficient (Read, Write, Speak) in English

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