Role & Responsibilities:
Lead the team of support engineers and ensure help desk tasks and duties are properly assigned.
Ensure SLA targets are achieved.
Provide support and guidance whenever needed for the support engineers.
Provide technical support for end-users for various software and hardware systems.
Respond to technical enquiries via phone, email, chat, or in-person and provide resolution and escalation, as necessary.
Troubleshoot and resolve hardware issues including desktops, laptops, printers.
Strong knowledge of Windows Operating Systems, MacOS and Linux
Strong knowledge in configuring, troubleshooting, and fixing printing issues.
Ability to identify and troubleshoot network connectivity.
Collaborate with other IT teams such as network, systems, and security to resolve complex technical issues.
Monitor and maintain inventory of hardware, software, licenses, and order placement as needed.
Stay up to date with new technologies and products.
Strong communication and customer service skills.
Knowledge of network protocols and technologies including TCP/IP, DNS, DHCP, etc.
Knowledge of Microsoft Active directory.
Experience with using remote desktop tools and techniques.
Familiar with troubleshooting of McAfee agents on endpoint devices
Experience with deploying, troubleshooting, and fixing ISE client on end-users' desktops and laptops.
Experience in configuring Cisco and Avaya IP phones.
Qualifications:
Bachelor's degree in Computer Science, Information technology, or a related field.
A minimum of 5 years of experience as IT support Engineer.
Strong communication skills and ability to work effectively with other IT staff and support end-users.
Ability to manage multiple projects and priorities
