Job Purpose
The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries.
Job Responsibilities
Second Level Support
* Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk)
Problem Management
* Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties)
Desktop Team Scope Include
* Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals
* Software Installation and Configuration
* Orienting end-users with basic usage of IT assets and services, including basic maintenance.
* Support ARIE-IT Projects / Demands delivery (define the role inside)
* Comply with IT policies and procedures
Job Requirements
Qualifications
* Bachelor Degree in any field, with Computer related certificates
Experience
* 1 - 3 year experience with Technical support (onsite and remote)
Knowledge & Skills
* Good technical knowledge and familiarity with IT Infrastructure;
* Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals);
* Excellent English communication; able to express thoughts between normal language and technical language
* Positive and Proactive attitude
* Team player
* Committed and Hardworking
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