Duties and responsibilities:
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with to ensure IT systems are fully functional after troubleshooting.
- Prepare accurate and timely daily reports, any other once requested.
- Document technical knowledge in the form of notes, manuals user guides.
- Maintain jovial relationships with colleagues.
- Maintain positive feedback from company employees by sharing knowledge and best practices including training users on best way to use devices and software’s.
- Has a solid understanding of firewalls and online central storage.
Requirements and Skills:
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with Windows, Mac and Linux OS environments
- Understanding cloud storage in general, Microsoft office 365 SharePoint and OneDrive management.
- Certification in Microsoft 365, or similar technologies is a plus.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues
- Ability to use and solve security issues using antivirus tools, software’s, and firewalls.
- Familiarity with remote desktop applications and help desk software (e.g. Jira service desk).
- Good understanding of ITSM concepts, a certificate is a plus.
- Excellent problem-solving and communication skills.
- Experience in hosting with several platforms (Microsoft Azure, Amazon, and Google Cloud).
- Experience in dealing with Windows 10 and Windows Server Administration.
- Experience in dealing with networking and maintenance networking devices.
- Ability to provide step-by-step technical help, both written and verbal.
- BS degree in Information Technology, Computer Science, or relevant field.
- Hands-on experience on database queries and setup, specially MySQL and Oracle
- Hands-on experience on writing and troubleshooting scripts (perl, bash, php)
- Good understanding of Linux System command and Linux OS installation