We are looking to hire an IT Support Engineer who will play an important role in supporting both, end user and IT infrastructure & network needs of the organization.
This is an entry position who reports directly to the Head of IT and works closely with both IT and business stakeholders. The main responsibility for this role is in end user support (50%), followed by IT Infrastructure (30%) and Network (20%) maintenance and support. The candidate will be mentored and guided while caring out their work as detailed in the areas of responsibilities.
Job Description:
Core Responsibilities on End User Computing Support:
- Troubleshooting and Issue Resolution: diagnose and resolve technical issues reported by end users. To provide timely and accurate solutions to problems related to hardware, software, network connectivity, and other technical issues. This may involve remote support or on-site assistance depending on the situation.
- Helpdesk Support: To serve as the primary point of contact for end users seeking technical assistance. To receive and respond to support requests through various channels such as phone, email, or ticketing systems. To log, track, and prioritize support tickets, ensuring that issues are resolved within established service level agreements (SLAs).
- User Training and Guidance: provide user training and guidance on software applications, hardware usage, and IT policies. To help users navigate and make the most of the organization's technology resources. To create user documentation, FAQs, and knowledge base articles to facilitate self-help for common issues.
- Software and Hardware Installation: To assist with software installation, upgrades, and configurations. To may also install, configure and troubleshoot hardware devices such as computers, printers, scanners, and mobile devices. To ensure that the software and hardware used by end users are properly set up and functioning correctly.
- System Maintenance and Monitoring: perform routine maintenance tasks such as software updates, security patches, and system backups. To monitor system performance, identify potential issues, and take preventive measures to minimize downtime and disruptions for end users.
- Account and Access Management: To manage user accounts, permissions, and access rights in various systems and applications. To assist with password resets, account provisioning, and user access requests. To ensure compliance with security policies and procedures.
- Documentation and Knowledge Management: End user support engineers maintain accurate and up-to-date documentation of support processes, troubleshooting procedures, and known issues. To contribute to knowledge base articles, FAQs, and self-help resources to enable users to find solutions independently.
- Collaboration and Escalation: To collaborate with other IT teams and specialists to resolve complex technical issues. To escalate problems to higher-level support teams or vendors when necessary. To maintain effective communication with end users and other stakeholders to provide status updates and ensure customer satisfaction.
- Incident Management: follow established incident management processes to respond to critical incidents and service disruptions. To work diligently to restore services and minimize the impact on end users. To document incidents, root causes, and resolutions for future reference and continuous improvement.
- User Satisfaction and Feedback: To strive to provide excellent customer service and ensure a positive end user experience. To gather feedback from end users, analyse trends, and propose improvements to enhance the quality and effectiveness of support services.
Responsibilities on IT Network Maintenance and Support:
- Network Troubleshooting: To diagnose and resolve network issues reported by end users or identified through monitoring tools. To investigate network connectivity problems, configuration errors, and performance bottlenecks. To use diagnostic tools and techniques to troubleshoot and resolve network-related problems promptly.
- Network Configuration and Maintenance: To configure and maintain network devices such as routers, switches, firewalls, and wireless access points. To ensure that network devices are properly configured according to the organization's requirements and industry best practices. To perform routine maintenance tasks, including software updates, security patches, and firmware upgrades for network devices.
- Network Hardware Installation and Upgrades: To install and upgrade network hardware components. To set up and configure routers, switches, network cables, and other network equipment. To ensure that the network infrastructure is physically connected and functioning correctly. To assist with network equipment procurement and inventory management.
- Network Monitoring and Performance Analysis: To monitor network performance using network monitoring tools and utilities. To analyse network traffic patterns, bandwidth utilization, and other performance metrics to identify areas for improvement. To make recommendations for optimizing network performance and addressing potential bottlenecks.
- Network Security Support: To assist in implementing and maintaining network security measures. To configure firewalls, intrusion detection and prevention systems, and virtual private networks (VPNs) to ensure the security and integrity of network traffic. To help in monitoring and responding to security incidents or breaches.
- Network Documentation: To create and maintain documentation related to network configurations, diagrams, and procedures. To document network changes, troubleshooting steps, and network-related policies and guidelines. This documentation serves as a reference for other IT team members and helps in troubleshooting and network management.
- Network User Support: To provide technical assistance and support to end users who encounter network-related issues. To respond to support requests, troubleshoot network connectivity problems, assist with network-related software installations, and provide guidance on network usage and best practices. To communicate effectively with end users to ensure their issues are addressed promptly.
- Collaboration and Coordination: To collaborate with other IT teams, such as system administrators, helpdesk personnel, and network engineers. To work together to resolve complex network issues, implement network changes, and support other IT projects. To communicate network-related updates, changes, and recommendations to stakeholders and team members.
Responsibilities on IT Infrastructure Maintenance and Support:
- System and Network Administration: To manage and maintain the organization's servers, network devices, and related infrastructure components. To perform tasks such as server installation and configuration, network device management, user account administration, and access control.
- Troubleshooting and Issue Resolution: To diagnose and resolve hardware, software, and network issues reported by end users or identified through monitoring tools. To provide technical support to users, troubleshoot problems, and offer solutions to restore normal system functionality. To escalate complex issues to higher-level support teams when necessary.
- Incident and Problem Management: To participate in incident management processes. To document and track incidents, prioritize them based on severity, and work towards timely resolution. To contribute to problem management activities by identifying root causes of recurring issues and implementing preventive measures.
- System Maintenance and Upgrades: To perform routine maintenance tasks, such as applying software updates, security patches, and firmware upgrades to servers, network devices, and other infrastructure components. To schedule and coordinate maintenance activities to minimize disruption to users while ensuring the stability and security of the IT infrastructure.
- Backup and Disaster Recovery: To manage data backup processes and ensure the integrity and availability of backups. To verify backup procedures, perform data restores when necessary, and contribute to disaster recovery planning and testing. To collaborate with other teams to implement and test disaster recovery strategies.
- IT Asset Management: To maintain an inventory of hardware and software assets, including tracking asset allocation, monitoring license compliance, and managing hardware and software procurement processes. To ensure that proper documentation and records are maintained for all IT assets.
Requirements
- Diploma in Computer science, information systems or equivalent.
- Needs to have a high level of motivation.
- Needs to be independent and a good team player.
- Strong written & verbal communication skills are essential.
- Ability to speak fluent English is essential.
- Ability to communicate technical details effectively.
- Ability to identify details.
- Ability to manage time and resource effectively.
Desirable Skills / Knowledge:
- Experience in end user computing support is desirable.
- Experience in IT infrastructure maintenance and support is desirable.
- Experience in IT network maintenance and support is desirable.
