Support Engineer 2
1 week ago
Key Responsibilities:
1. IT Support & Troubleshooting:
- Act as the escalation point for L1 support and resolve complex IT issues.
- Provide technical support for desktops, laptops, printers, and peripherals.
- Troubleshoot hardware faults, OS issues, and software-related problems.
- Assist users with Office 365 applications (Outlook, Word, Excel, Teams, OneDrive, SharePoint).
- Handle user access issues, password resets, and account lockouts.
2. Network & Connectivity Support:
- Troubleshoot LAN/Wi-Fi connectivity issues, switches, and routers.
- Identify and resolve network performance issues affecting users.
- Assist in basic configuration and troubleshooting of network devices.
3. Hardware & Asset Management:
- Install, configure, and troubleshoot desktop/laptop hardware and peripherals.
- Perform basic hardware replacements (RAM, SSDs, power supplies, etc.).
- Maintain inventory of IT assets and assist in procurement.
Coordinate with vendors for hardware repairs and warranty claims.
4. Business Application Support:
- Provide support for ERP systems, POS applications, and other enterprise tools.
- Assist in application installations, updates, and troubleshooting errors.
- Work with vendors for application-related support and issue resolution.
5. Backup & Security Support:
- Assist in data backup operations and file recovery processes.
- Support endpoint security, antivirus management, and updates.
- Follow IT security policies to ensure user compliance with best practices.
6. Learning & Collaboration:
- Willingness to learn new technologies and improve technical skills.
- Stay updated with IT trends, new tools, and troubleshooting techniques.
- Collaborate with team members to resolve issues efficiently and share knowledge.
- Work as a team player, ensuring smooth coordination with IT staff and end-users.
7. Documentation & Process Improvement:
- Maintain IT knowledge base with troubleshooting guides and FAQs.
- Document common issues and resolutions for improving IT response time.
- Provide user training on basic IT troubleshooting and best practices.
Required Skills & Qualifications:
- 2-4 years of experience in IT support, helpdesk, or system administration.
- Strong knowledge of Windows OS (Windows 10/11, Windows Server 2016/2019/2022).
- Experience troubleshooting Office 365 applications and email configurations.
- Basic understanding of networking (LAN, Wi-Fi, routers, and switches).
- Hands-on experience with hardware troubleshooting and replacements.
- Knowledge of ERP, POS, or other business applications is a plus.
- Ability to learn new technologies and adapt to changes in the IT environment.
- Strong teamwork skills, with a collaborative and problem-solving mindset.
- Good documentation and communication skills.
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