Jr. Endpoint Support Engineer

Job Description

Major Duties and Responsibilities

• Provide timely solutions to clients by identifying and diagnosing technical problems, guiding them through corrective actions.
• Work closely with customers and employees to troubleshoot computer problems and offer effective solutions.
• Test, troubleshoot, and repair faulty equipment, ensuring minimal downtime for users.
• Oversee the deployment, management, relocation, and support of PCs, peripherals, and mobile devices across the organization.
• Log and track customer/employee queries and maintain detailed records of interactions and resolutions.
• Assist with credential and account creation, deactivation, audits, and communication with other teams involved in the account management process.
• Identify and recommend changes to improve system performance and resolve recurring technical issues.

Minor Duties and Responsibilities

• Maintain and enhance client references by documenting troubleshooting steps and writing user-friendly guides.
• Update self-help documentation to empower users to resolve common technical issues independently.
• Assist in the development of client training programs by identifying learning gaps and recommending instructional language.
• Stay updated on industry trends and expand knowledge by participating in educational opportunities and maintaining professional networks.
• Operate the TOW vehicle and provide support to staff when offsite assistance is required.

Qualifications and Requirements

• Strong problem-solving abilities with a focus on providing practical solutions.
• Strong focus on delivering high-quality customer service and maintaining a customer-centric approach.
• Proficient in verbal and written communication (rating 7 out of 10).
• Experience with operating systems including Unix-like, Microsoft, and macOS.
• PC proficiency with a solid understanding of system administration tasks.
• Basic LAN knowledge and understanding of network fundamentals.
• Willingness to work in rotational shifts (24/7 or 24/5 coverage) to meet support needs.
• Proficiency in handling VOIP phone systems and delivering support over the phone.
• Familiarity with using Ticketing Systems.
• Previous Help Desk experience is a plus.
• Experience with UNIX system administration is a plus.

Key Performance Indicator

• Meet SLA compliance on at least 85% of assigned tickets within the prescribed resolution timeframe.
• Successfully complete onboarding, system familiarization, and handle a target volume of tickets independently with minimal escalation.
• To maintain accurate records, documentation, and self-help resources that empower users and improve overall support efficiency.
• To ensure consistent service quality, system reliability, and continuous professional growth while adapting to the evolving technical needs of the organization

Perks and Benefits

NA