Technical Support Engineer
JOB BRIEF
The Technical Support Engineer is responsible for providing technical assistance, troubleshooting, and problem resolution to end-users and stakeholders across the organization. This role ensures the efficient operation, stability, and security of IT systems by addressing incidents, managing service requests, supporting hardware/software, and performing root-cause analysis in alignment with ITIL best practices.
JOB RESPONSIBILITIES
End-User Support
Provide Level 2/4 technical assistance for desktops, laptops, mobile devices, and peripherals.
Diagnose and resolve issues related to OS, applications, network connectivity, and hardware.
Support remote users via tools such as Quick Assist, RDP, VPN, and remote management platforms.
Incident & Request Management
Log, categorize, and resolve issues in ITSM platforms such as ServiceNow or Fresh Service.
Ensure timely response and closure of tickets based on SLA/SLO commitments.
Escalate incidents to higher-level engineers when needed.
Hardware & Software Administration
Install, configure, and maintain operating systems (Windows/macOS) and business applications.
Deploy software using endpoint management tools such as Tanium, Intune, or SCCM.
Perform inventory updates related to IT assets and peripherals.
Network & Systems Support
Assist with basic network troubleshooting (LAN/WAN/Wi-Fi, switches, APs, printers).
Support user access management (Active Directory, Exchange, Office 365).
Assist in VPN setup, MFA configuration, and security policy enforcement.
IT Asset Management
Support asset lifecycle processes (deployment, maintenance, retrieval, and secure disposal).
Maintain accurate asset records aligned with audit and compliance requirements.
Perform endpoint secure configuration based on NIST/ISO/CIS benchmarks.
Documentation & Reporting
Prepare knowledge base articles, troubleshooting guides, and SOPs.
Document incident resolutions and changes for CAB review.
Provide weekly/monthly operational reports on tickets, systems health, and trends.
Project & Change Support
Assist in IT infrastructure and productivity improvement projects.
Participate in testing, patch deployment, and controlled changes.
Ensure compliance with change management workflows.
JOB QUALIFICATIONS
Bachelor’s degree in Computer Science, Information Technology, or related field (preferred)
Strong knowledge of Windows 10/11, Linux, and macOS.
Experience in troubleshooting hardware, software, and network-related issues.
Familiarity with ITSM platforms such as ServiceNow and Fresh Service.
Understanding of Active Directory, Office 365, and endpoint security.
Knowledgeable in security best practices, UAC/GPO, and basic scripting (PowerShell preferred).
Knowledgeable in Hotel, Casino and ERP application
Certifications (Optional but Preferred)
CompTIA A+
CompTIA Network+
ITIL Foundation
Microsoft 365 Certified: Modern Desktop Administrator
Cisco CCNA (advantage)