Technical Support Engineer

Role & responsibilities

• Address user tickets regarding hardware, software, and networking
• Creating users, security groups, computer accounts, and GPO policies in AD
• Creating users, security groups in Azure AD
• Creating email accounts in O365
• Troubleshoot O365 related issues
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
• Maintaining and administering computer networks and related computing environments
• Hands-on experience in networking, routing, and switching
• Thorough understanding of TCP/IP and networking concepts
• Troubleshoot network and wireless connectivity of corporate users
• Knowledge of application transport and network infrastructure protocols.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Manage file servers and printer servers
• Manage hardware and software assets
• network communication systems.
• Handling Outlook and Mailbox related issues
• Assist users in connecting Video conferencing applications such as Zoom, Webex, etc.
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Basic knowledge on Switch, Router and Firewall functionalities

Preferred candidate profile

Perks and benefits