Technical Support Engineer
Salary undisclosed
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Desktop Support Technician Job Description
We are seeking a skilled and customer-focused Desktop Support Technician to join our team. The ideal candidate will have a strong background in providing technical support, troubleshooting hardware and software issues, and maintaining efficient IT operations. This role requires excellent problem-solving abilities, effective communication skills, and a proactive approach to ensuring optimal system performance and user satisfaction.
Responsibilities
Provide first and second-level technical support to end users, resolving hardware, software, and network issues promptly.
Diagnose and troubleshoot technical problems, escalating complex issues to the appropriate teams when necessary.
Install, configure, and maintain IT hardware, including desktops, laptops, peripherals, and printers.
Manage and maintain ticketing systems (e.g., ServiceNow, Zendesk) to ensure timely resolution and adherence to SLAs.
Develop and maintain documentation for support-related processes, standard operating procedures (SOPs), and troubleshooting guides.
Assist in the onboarding process by setting up workstations, user accounts, and access permissions.
Perform software diagnostics and repair, ensuring updates, patches, and virus protection are up-to-date.
Collaborate with cross-functional teams, including development and QA, to address product-related issues and ensure product stability.
Provide remote desktop support and assist users in non-technical terms to resolve issues effectively.
Conduct training sessions for Tier-1 and Tier-2 support teams to enhance their knowledge and efficiency.
Design, document, and manage cabling and wiring assignments in compliance with safety requirements.
Maintain and improve network performance for systems and devices, including configuring IT infrastructure and security cameras.
Skills And Qualifications
Proficiency in technical tools and systems, including ServiceNow, Zendesk, Jira, Google Workspace, and Microsoft Office.
Strong troubleshooting, time-management, and multitasking skills.
Familiarity with IT automation processes, software debugging, and repair techniques.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Working knowledge of remote desktop applications and help desk software.
Basic understanding of SQL for reporting and data analysis.
A proactive and detail-oriented approach to problem-solving and process improvement.
Preferred Qualifications
Experience in IT hardware and software installation and maintenance.
Knowledge of security protocols and virus protection software.
Experience with wiring certification, labeling, and commissioning.
Familiarity with tools like Retool, Optiva, Confluent, GitHub, and PowerShell is a plus.
We are seeking a skilled and customer-focused Desktop Support Technician to join our team. The ideal candidate will have a strong background in providing technical support, troubleshooting hardware and software issues, and maintaining efficient IT operations. This role requires excellent problem-solving abilities, effective communication skills, and a proactive approach to ensuring optimal system performance and user satisfaction.
Responsibilities
Provide first and second-level technical support to end users, resolving hardware, software, and network issues promptly.
Diagnose and troubleshoot technical problems, escalating complex issues to the appropriate teams when necessary.
Install, configure, and maintain IT hardware, including desktops, laptops, peripherals, and printers.
Manage and maintain ticketing systems (e.g., ServiceNow, Zendesk) to ensure timely resolution and adherence to SLAs.
Develop and maintain documentation for support-related processes, standard operating procedures (SOPs), and troubleshooting guides.
Assist in the onboarding process by setting up workstations, user accounts, and access permissions.
Perform software diagnostics and repair, ensuring updates, patches, and virus protection are up-to-date.
Collaborate with cross-functional teams, including development and QA, to address product-related issues and ensure product stability.
Provide remote desktop support and assist users in non-technical terms to resolve issues effectively.
Conduct training sessions for Tier-1 and Tier-2 support teams to enhance their knowledge and efficiency.
Design, document, and manage cabling and wiring assignments in compliance with safety requirements.
Maintain and improve network performance for systems and devices, including configuring IT infrastructure and security cameras.
Skills And Qualifications
Proficiency in technical tools and systems, including ServiceNow, Zendesk, Jira, Google Workspace, and Microsoft Office.
Strong troubleshooting, time-management, and multitasking skills.
Familiarity with IT automation processes, software debugging, and repair techniques.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Working knowledge of remote desktop applications and help desk software.
Basic understanding of SQL for reporting and data analysis.
A proactive and detail-oriented approach to problem-solving and process improvement.
Preferred Qualifications
Experience in IT hardware and software installation and maintenance.
Knowledge of security protocols and virus protection software.
Experience with wiring certification, labeling, and commissioning.
Familiarity with tools like Retool, Optiva, Confluent, GitHub, and PowerShell is a plus.