IT Support Engineer

Role Overview

Endpoint Support and 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 hardware and software issues and maintain IT equipment and accessory records.
• Coordinate warranty claims and vendor support for faulty hardware.

Helpdesk Operations

• Provide first-level technical support for business applications and IT services.
• Respond through ticketing systems, email, phone, or in-person support.
• Escalate unresolved issues and close tickets within SLA requirements.
• Assist with password resets, account access, and basic system configurations.

Network and Security Support

• Troubleshoot basic LAN, Wi-Fi, VPN, printer, and shared-resource connectivity issues.
• Perform system health checks, patching, and preventive maintenance.
• Support backup and recovery activities for user systems where applicable.
• Follow IT policies, procedures, and security standards.

Documentation and Collaboration

• Maintain technical documentation, knowledge articles, and operational manuals.
• Build positive and professional relationships while upholding healthcare service etiquette.
• Support IT projects, system rollouts, office relocations, and technology upgrades.

Education and Experience

• Bachelor’s degree in information technology, computer science, or a related field.
• 2–5 years of experience in IT support, helpdesk, or desktop support roles.
• Hands-on experience troubleshooting endpoint devices and supporting enterprise applications.
• Familiarity with Windows, Microsoft Office, common IT tools, networking, Active Directory, and remote support tools.

Technical and Soft Skills

• Knowledge of hardware diagnostics, ticketing systems, and IT service management processes.
• Understanding of LAN/WAN, Wi-Fi, VPN, printer management, endpoint security, and antivirus solutions.
• Strong communication, interpersonal, problem-solving, analytical, and customer service skills.
• Ability to work independently and under pressure with attention to detail.

Preferred Certifications

• Microsoft Certification or equivalent certification is preferred.
• ITIL Foundation Certification is preferred.