Technical Support Engineer

Desktop Support Technician Job Description

We are seeking a skilled and customer-focused Desktop Support Technician to join our team. The ideal candidate will have a strong background in providing technical support, troubleshooting hardware and software issues, and maintaining efficient IT operations. This role requires excellent problem-solving abilities, effective communication skills, and a proactive approach to ensuring optimal system performance and user satisfaction.

Responsibilities :

• Provide first and second-level technical support to end users, resolving hardware, software, and network issues promptly.
• Diagnose and troubleshoot technical problems, escalating complex issues to the appropriate teams when necessary.
• Install, configure, and maintain IT hardware, including desktops, laptops, peripherals, and printers.
• Manage and maintain ticketing systems (e.g., ServiceNow, Zendesk) to ensure timely resolution and adherence to SLAs.
• Develop and maintain documentation for support-related processes, standard operating procedures (SOPs), and troubleshooting guides.
• Assist in the onboarding process by setting up workstations, user accounts, and access permissions.
• Perform software diagnostics and repair, ensuring updates, patches, and virus protection are up-to-date.
• Collaborate with cross-functional teams, including development and QA, to address product-related issues and ensure product stability.
• Provide remote desktop support and assist users in non-technical terms to resolve issues effectively.
• Conduct training sessions for Tier-1 and Tier-2 support teams to enhance their knowledge and efficiency.
• Design, document, and manage cabling and wiring assignments in compliance with safety requirements.
• Maintain and improve network performance for systems and devices, including configuring IT infrastructure and security cameras.

Skills and Qualifications :

Preferred Qualifications :