Technical Support Engineer

Requirements:

• Diploma/Degree in Computer Science / Information Technology / Computer Engineering or equivalent.
• 4+ years of practical experience in IT support demonstrating increasing levels of responsibility and technical expertise in an enterprise environment.
• General IT operations experience including but not limited to desktops/ laptops/mobile devices, basic networks, security, printers, endpoint security, imaging, and remote tools.
• Self-motivated, possess a can-do attitude and a strong customer support orientation.
• Provide technical expertise and support to customers through phone, chat, ticketing system, and in-person.
• Provide strong knowledge, troubleshooting and support of WINDOWS 10 & 11 Office 365 especially Outlook and OneDrive.
• Act as L2 technical support for a team of service desk analysts in resolving issues that are within scope.
• Manage incident and request tickets by accurately logging them in ServiceNow while strictly meeting SLA.
• Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible.
• Strong familiarity with PC components like CPU, Motherboard, RAM, Graphics card storage etc.
• Perform PC refresh, general preventative maintenance, install, upgrade, and troubleshoot computer hardware and any other authorised peripheral equipment.
• IP phone, multi-function printers and video conference Level 1 support.
• Provide business simulations and Virtual Reality (VR) support used in various courses.
• Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools.
• Assist in onboarding new staff by preparing and deploying IT assets.
• Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring.
• Provide Executive / VIP /VVIP support.
• Work with other members of the team Onsite Engineers, clients, and stakeholders in a professional and timely manner.
• Attending and participating in regular scheduled team meetings, development trainings and workshops as needed.
• MAC OS / IOS devices support experience is desired but not mandatory.
• Any relevant IT industry certification like ITIL V4 Foundation/CompTIA A+/Network+/ CCNA is desired.
• To succeed in this role, you should:
• Have a genuine interest and passion for learning new technologies and thrives in a diverse culture and school environment.
• Possess effective communication skills in explaining technical matters for non-technical business users.
• A customer-centric approach with a focus on delivering high-quality support and maintaining a positive user experience.
• Demonstrate adeptness in managing numerous responsibilities and arranging them by priority in a fast-paced environment.
• Willingness to collaborate and work as part of a diverse team.
• Demonstrate a strong dedication to continuous personal growth and advancement.