Technical Support Engineer

TThe Band 1 – Desktop Technician will be responsible for providing daily local and remote desktop support, handling inbound calls, addressing queries, troubleshooting, and documenting the steps taken to resolve hardware, software, and application issues in a ticketing system. The candidate will also facilitate customer issue resolution and collaborate with supervisors and managers to ensure consistent operations across all IT Support Center shifts. The Desktop Support Engineer will perform break/fix tasks, fault diagnosis, and resolution, as well as fault analysis across various core operating systems and platforms. They will provide desktop fault resolution support for the approved application suite. The ideal candidate should have 2-3 years of experience in Windows Desktop support.

Position Responsibilities and Functions:

• Provide first and second-level contact and problem resolution for customer issues.
• Collaborate with third-party vendors to resolve complex AV issues when necessary.
• Communicate promptly regarding issue status and resolutions.
• Maintain updates for all reported incident tickets.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Have a basic understanding of Mac operating systems to support Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Conduct remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to address issues related to network connectivity and workstation hardware/software.
• Possess broad IT experience with a basic understanding of networks, servers, audio/visual equipment, smart devices, and telecoms.
• Adapt to project-based work environments, demonstrating flexibility and teamwork.
• Perform other assigned duties as needed.

Required Qualifications and Skills:

• Bachelor’s Degree or equivalent in Computer Science or a related field.
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred.
• At least 18 months of IT experience.
• Familiarity with Windows 7-10, Microsoft Active Directory, Group Policy Objects (GPOs), MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.

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