Engineer IT Infrastructure

Responsibilities:

1. First Point of Contact:

• Serve as the initial point of contact for users seeking technical assistance.
• Collect information to understand and diagnose the issue.

• Issue Resolution:
  • Troubleshoot and resolve hardware software and network issues.
  • Provide step-by-step guidance to users for problem resolution.
• Ticket Management:
  • Log and manage support tickets tracking issues from inception to resolution.
  • Ensure timely updates to users on the status of their requests.
• Documentation:
  • Maintain documentation of common issues and their resolutions.
  • Create knowledge base articles to aid in issue resolution.
• User Training:
  • Conduct training sessions for users on basic IT processes and applications.
• Remote Assistance:
  • Provide remote assistance using remote desktop tools.
• Hardware and Software Installation:
  • Assist with the installation configuration and maintenance of hardware and software.
• Communication:
  • Communicate technical information in a user-friendly manner.
  • Collaborate with other IT teams for complex issue resolution.

Skills:

1. 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

• Troubleshooting:
  • Strong problem-solving skills and the ability to think logically.
  • Familiarity with diagnostic tools and techniques.
• Customer Service:
  • Excellent communication and interpersonal skills.
  • Patience and the ability to empathize with users.
• Adaptability:
  • Ability to adapt to new technologies and learn quickly.
• Team Collaboration:
  • Collaborate effectively with other IT professionals.
• Time Management:
  • Prioritize and manage multiple tasks efficiently.
• Documentation:
  • Maintain accurate and detailed documentation.
• Security & Policy Awareness:
  • Basic understanding of cybersecurity principles IT Policies and SOPs.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1