IT Support Engineer

About the Role:

_{As an integral member of our dynamic team, the IT Support Engineer holds the pivotal responsibility of championing end-user satisfaction through adept IT support. Tasked with monitoring and maintaining our company's computer systems, the IT Support Engineer performs hardware and software installations and elevates our technological prowess by tackling logical, analytical, and technical challenges independently and through collaborative efforts with internal teams and valued vendor partnerships.}

What You'll Do:

• Perform OS installations and configurations for MacOS, Windows, and Linux systems
• Facilitate seamless onboarding and offboarding processes for employees
• Conduct new hire orientation sessions related to IT support
• Manage and maintain local inventory of IT assets
• Coordinate with internal and external stakeholders to resolve technical issues promptly
• Ensure adherence to Service Level Agreements (SLAs) and uphold quality standards
• Generate accurate and timely reports on IT support metrics
• Address onsite user issues within the office environment
• Provide remote support to end users via tickets, emails, and Slack channels

What We're Looking For:

• Bachelor of engineering in computer science or equivalent
• Minimum 1-3 years IT support experience
• Strong knowledge of Windows, MacOS and Linux troubleshooting
• Solid IT infrastructure knowledge and experience
• Understanding of G Suite, OKTA, Jira, MDM solutions and VOIP 
• Customer Handling experience and technical troubleshooting Expertise
• Proficient in verbal and spoken English
• Flexibility and willingness to work varying hours and shifts
• CCNA & CCNP, MCITP, Office 365 Certifications (preferred)
• Call Center IT Support experience (preferred)
• Understands the basics of AI and automation used in IT support
• Knows how AI can help with tasks like auto-assigning tickets, chat-based support, and spotting system issues early