IT Support Engineer
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Key skills for this role
About the Role
Provide Level 1 and Level 2 technical support, troubleshoot hardware and software issues, and assist users with IT systems and equipment.
Key Skills for This Role
Full Job Posting
Overview
We are seeking a proactive and customer-focused IT Support Engineer to provide Level 1 and Level 2 technical support across our organization.
This mobile role involves supporting end users at our head office, branch locations, and on-site at various properties and project locations.
You will play a key role in ensuring the availability and reliability of our IT systems, acting as a bridge between users and senior IT team members.
Key Responsibilities
- Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.
- Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.
- Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.
- Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.
- Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.
- Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.
- Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.
- Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.
- Coordinate with third-party vendors for support and repairs under warranty or service contracts.
- Provide basic training and guidance to end users on commonly used software, tools, and IT policies.
- Perform other duties as assigned by the direct Manager.
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