Engineer

Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues

Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.

Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.

Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.

Provide timely resolutions for hardware and software issues, ensuring user satisfaction.

Properly escalation unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal knowledge bases or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of KB Articles

Maintain good relationships with clients

Experience level : 6 – 8 years of Technical experience in Windows and Mac

Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Good understanding of computer systems, mobile devices and other tech products

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Familiarity with ITSM tools like ServiceNow for ticket management.

Excellent customer service skills and the ability to communicate effectively with non-technical users.

Self-starter with the ability to work independently and efficiently.

Physical ability to manage IT equipment installations and movements.

Adaptable and flexible to meet varying work schedules and environments.

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