Support Engineer

Role Overview

The Branch Office Support Engineer is the primary on-site technical resource, responsible for providing prompt and effective technical assistance and support to employees across a wide range of hardware, software, and networking issues specific to the branch location.

This role requires strong technical skills, exceptional customer service, and the ability to work independently while seamlessly coordinating with the Central IT Team to ensure alignment with global standards and procedures.

Key Responsibilities

I. Technical Support & Troubleshooting

• Hardware & Peripherals: Perform on-site installation, configuration, diagnosis, and troubleshooting of computer hardware (desktops, laptops, monitors, printers, mobile devices, etc.) and related peripherals.
• Operating Systems (OS): Install, configure, update, and troubleshoot issues related to Windows and Mint Linux OS operating systems.
• Productivity Suites: Provide expert support and troubleshooting for productivity software, including Microsoft 365/MS Office Suite (Outlook, Word, Excel, PowerPoint, Teams) and Google Workspace (Gmail, Drive, Docs, Meet).
• Networking: Diagnose and resolve basic to intermediate network connectivity issues (TCP/IP, Wi-Fi, VPN client configuration). Demonstrate practical knowledge about local networking equipment including Firewall, Switches, Access Points, and CCTV systems, assisting the Central Team with local hands-on maintenance as required.
• System Monitoring: Proactively monitor and maintain the health, performance, and security of end-user information technology systems and services within the branch.

II. Help Desk & Incident Management

• Incident Resolution: Resolve helpdesk service calls/tickets using documented procedures, providing prompt and accurate feedback to branch users.
• Escalation: Follow standard procedures to escalate unresolved or complex issues to the appropriate internal departments within the Central IT Team.
• Documentation & Reporting: Ensure proper recording, documentation, and closure of all support issues within the ticketing system. Prepare accurate and timely reports on helpdesk activities, common issues, and service levels for the Central Team.

III. Vendor Coordination & Branch Infrastructure

• Vendor Liaison: Act as the primary on-site technical contact for IT service vendors (e.g., ISPs, hardware repair, local cabling contractors).
• Service Coordination: Coordinate vendor visits, monitor service delivery, and ensure all services (e.g., internet, phone lines, hardware repair) meet agreed-upon Service Level Agreements (SLAs).
• Central Team Communication: Communicate all vendor-related maintenance, outages, or service updates to the Central IT Team promptly.
• Local Procurement: Assist the Central Team with local procurement and delivery of IT equipment and supplies, ensuring adherence to corporate standards.

IV. Asset & Process Management

• Asset Lifecycle: Responsible for the allocation of IT assets (hardware, software licenses) to branch users, managing the asset lifecycle from procurement to disposal.
• Inventory Control: Maintain and update comprehensive Inventory files and records specific to the branch, tracking all assets for their movement and user allocations.
• Documentation: Create, maintain, and update all IT help desk-related knowledge base articles, runbooks, and support documentation for the branch.
• Policy Enforcement: Adhere to and execute IT operational policies, standards, and work instructions provided by the Central IT Team for user support.

Required Skills

• Experience: 2+ years of experience in an on-site IT Support/Help Desk role.

• Technical Proficiency:

• Strong working knowledge of hardware components and troubleshooting techniques.

• Expertise in configuring and supporting Microsoft Windows and MINT Linux OS.
• Demonstrated knowledge of MS Office 365 and Google Workspace administration and user support.

• Solid understanding of networking concepts (DNS, DHCP, VPN, LAN/WAN) and practical experience with local networking gear (Switches, Access Points, etc.).

• Soft Skills:

• Excellent problem-solving and diagnostic skills.

• Outstanding verbal and written communication skills, with the ability to clearly articulate technical issues to both technical and non-technical staff.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong focus on customer service and user satisfaction.