About the Role
The engineer acts as the first point of contact for technical issues, ensuring prompt resolution of incidents and service requests while maintaining high levels of user satisfaction and system availability.
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Responsibilities
Endpoint Support & Management
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
- Perform operating system installation, software deployment, upgrades, and patch management.
- Diagnose and resolve hardware and software issues for end users.
- Maintain inventory and asset records of IT equipment and accessories.
- Coordinate warranty claims and vendor support for faulty hardware.
User Support & Helpdesk Operations
- Provide first-level technical support for business applications and IT services.
- Respond to user incidents and service requests through ticketing systems, email, phone, or in-person support.
- Escalate unresolved technical issues to higher-level support teams when necessary.
- Ensure timely closure of support tickets in accordance with SLA requirements.
- Assist users with password resets, account access, and basic system configurations.
Network & Connectivity Support
- Troubleshoot basic LAN/Wi-Fi connectivity issues.
- Support VPN access and remote user connectivity.
- Assist in troubleshooting network printers and shared resources.
System Maintenance & Security
- Perform routine system health checks, system patching and preventive maintenance.
- Support backup and recovery activities for user systems where applicable.
- Follow IT policies, procedures, and security standards.
- Maintain detailed technical documentation, knowledge articles, and operational manuals.
Documentation & Reporting
- Build and maintain positive, professional, and respectful relationships with all stakeholders while upholding healthcare service etiquette.
- Support IT projects, system rollouts, office relocations, and technology upgrades as required.
Qualifications
Education and Certification
- Bachelor’s degree in information technology, Computer Science, or a related field.
Experience
- 2–5 years of experience in IT support, helpdesk, or desktop support roles.
- Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
- Experience in providing first-level support for enterprise/business applications.
- Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
- Basic knowledge of networking concepts, Active Directory, and remote support tools.
Technical Skills
- Knowledge of hardware diagnostics and troubleshooting.
- Understanding of ticketing systems and IT service management processes.
- Basic understanding of LAN/WAN, Wi-Fi, VPN, and printer management.
- Experience with endpoint security and antivirus solutions.
- Good communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and under pressure.
- Customer service-oriented mindset with attention to detail.
- Microsoft Certification or equivalent certification.
- ITIL Foundation Certification.
Soft Skills
- Preferred Certifications (Optional):
- Microsoft Certification or equivalent certification.
- ITIL Foundation Certification.
