Technical Support Engineer

Role & responsibilities

1.Technical Support: Providing technical assistance and support to end-users for software, hardware, or networking issues. This involves troubleshooting problems and resolving them efficiently to minimize downtime.

2. Software Installation and Configuration: Assisting in the installation, configuration, and deployment of software applications across various platforms. This includes ensuring compatibility, applying updates, and troubleshooting installation issues.

3.Ticket Management: Handling support tickets or incidents raised by users through various channels such as email, phone, or ticketing system. This includes logging, tracking, prioritizing, and escalating tickets as necessary.

4. Hardware Maintenance: Providing basic hardware support such as replacing faulty components, troubleshooting hardware-related problems, and coordinating repairs or replacements with vendors.

5. System Monitoring: Monitoring IT systems and infrastructure for performance issues, security threats, or anomalies. Junior Support Engineers may be responsible for running routine checks and escalating any abnormalities to senior team members.

6. Adherence to Policies and Procedures: Following established IT support policies, procedures, and best practices to ensure consistency, security, and compliance with regulatory requirements.

7. Communication: Maintaining clear and timely communication with end-users, colleagues, and stakeholders regarding support activities, progress updates, and resolution status. Effective communication skills are essential for providing excellent customer service.

8. User Training: Assisting users in understanding and utilizing IT systems effectively. This may involve conducting training sessions, creating user guides, or providing one-on-one assistance as needed.

9. Documentation: Maintaining accurate documentation of support processes, troubleshooting steps, and resolutions. This documentation helps in knowledge sharing within the team and serves as a reference for future issues.

10. Customer Satisfaction: Ensuring high levels of customer satisfaction by providing prompt, courteous, and effective support services. Junior Support Engineers play a crucial role in building positive relationships with end-users and fostering a customer-centric culture within the organization.

11.Continuous Learning: Staying updated with the latest technologies, trends, and developments in the IT industry. Junior Support Engineers should be proactive in expanding their knowledge and skills through training, certifications, and self-study.