Support Engineer (Helpdesk)

Role Summary:The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.Key Success Drivers including Accountabilities and Responsibilities:End-User Support:- Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.- Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.System Maintenance:- Perform regular system updates, software installations, and patches.- Ensure anti-virus and endpoint security measures are active and up to date.Troubleshooting and Repairs:- Diagnose and resolve hardware failures and software malfunctions.- Coordinate with vendors for hardware replacements and warranty claims when required.User Account Management:- Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.- Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.Documentation:- Maintain records of support tickets, troubleshooting steps, and resolutions.- Document IT processes, FAQs, and guides for end-users.IT Asset Management:- Track and maintain IT equipment inventory.- Support asset deployment and reclamation as needed.Collaboration:- Work closely with IT teams to address escalated issues and participate in IT projects.- Provide training to users on basic IT processes and tools.Functional/Technical Competencies:- Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.- Basic networking knowledge (IP, DNS, DHCP, VPN).- Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.- Hands-on experience with Active Directory and Office 365 administration.Educational Qualifications:Bachelor's degree Or Diploma in IT, Computer Science, or a related field (or equivalent practical experience).Experience:2–3 years of experience in desktop support, IT helpdesk, or similar roles.