Engineer IT Infrastructure
Responsibilities:
- First Point of Contact:
- Serve as the initial point of contact for users seeking technical assistance.
- Collect information to understand and diagnose the issue.
- Troubleshoot and resolve hardware software and network issues.
- Provide step-by-step guidance to users for problem resolution.
- Log and manage support tickets tracking issues from inception to resolution.
- Ensure timely updates to users on the status of their requests.
- Maintain documentation of common issues and their resolutions.
- Create knowledge base articles to aid in issue resolution.
- Conduct training sessions for users on basic IT processes and applications.
- Provide remote assistance using remote desktop tools.
- Assist with the installation configuration and maintenance of hardware and software.
- Communicate technical information in a user-friendly manner.
- Collaborate with other IT teams for complex issue resolution.
Skills:
- Technical Proficiency:
- Understanding of operating systems (Windows macOS).
- Knowledge of common business applications and productivity tools.
- Basic knowledge of networking and server management.
- Basic understanding of ITSM
- Strong problem-solving skills and the ability to think logically.
- Familiarity with diagnostic tools and techniques.
- Excellent communication and interpersonal skills.
- Patience and the ability to empathize with users.
- Ability to adapt to new technologies and learn quickly.
- Collaborate effectively with other IT professionals.
- Prioritize and manage multiple tasks efficiently.
- Maintain accurate and detailed documentation.
- Basic understanding of cybersecurity principles IT Policies and SOPs.
Required Experience:
IC
Employment Type : Full Time
Experience: years
Vacancy: 1