Job Description
We are seeking an IT Support Engineer to join our team. The successful candidate will be responsible for providing technical support to our customers, ensuring that their IT systems are running smoothly and efficiently.
Key Responsibilities:
* Install and configure computer hardware and peripherals, operating systems and applications.
* Knowledge of the internal components of a desktop computer, including storage drives, motherboard, and power supply.
* Knowing how to disconnect and safely remove HDD and replacing with SSD.
* Understanding how to use disk cloning tools.
* Knowledge of how to manage partitions, format the drive, etc.
* Geographical based to provide onsite support in specific site or multiple sites i.e. mobile.
* Liaising with the Coordinators to receive upgrade schedule, arriving on-site to perform the upgrades, managing any issues through to resolution & ensuring a good customer service experience.
* Escalate issues (Application, Hardware) where necessary to the technical point of escalation.
* Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region.
* Establish and build on good working relationship with customers & end-users.
* Liaise with third party vendors for software / hardware installations.
* Troubleshoot and if required, referral of hardware faults to third parties.
* Troubleshoot system problems, diagnose and solve software faults.
* Be aware of & contribute to the Knowledge Base.
* Complete post upgrade forms or checklists for central team.
* Deal with 'how to' and information requests including data security and ICT policies.
* Liaison with local and national ICT teams.
* Engagement with service providers.
* Site assessments.
* Undertake necessary training appropriate to the role.
* Coordinate office activities to secure efficiency and compliance to procedures and processes.
* Create and update records and databases with personnel, financial and other data.
* Submit timely reports and prepare presentations/proposals as assigned.
* Assist and interact with colleagues & project teams as requested.