Associate Engineer - IT First Level Support

Job Description

We are seeking a dedicated and technically proficient Associate Engineer - IT First Level Support to join our IT support team. The ideal candidate will be responsible for providing first-level technical support and troubleshooting assistance for end-users across Windows workstations, mobile devices, and various software applications.

Key Responsibilities:

• Configure, maintain, and troubleshoot Windows-based workstations (Windows 10/11) and software.
• Perform remote deployment and management of Windows and Windows Server systems.
• Diagnose and resolve technical hardware and software issues.
• Support and troubleshoot laptop and desktop hardware, including printers and scanners.
• Work with mobile devices, such as Android phones and iPhones, ensuring proper functionality and troubleshooting issues.
• Manage and troubleshoot Active Directory, DHCP, and DNS.
• Configure and manage Office 365 email clients.
• Offer end-user support for Microsoft and third-party software.
• Ensure timely resolution of outstanding requests, following up when necessary.
• Collaborate with internal teams to resolve incidents and service requests within defined SLAs.
• Participate in technical project tasks, contributing to their successful completion.
• Create and maintain knowledge base articles and documentation for future reference.

Qualifications:

• A minimum of one year of experience in a technical support role.
• Diploma or Higher Diploma in Computer Science or NVQ Level 5 or above from a reputed institution.
• Certifications in Windows or Network technologies are highly preferred.
  Excellent analytical and troubleshooting skills to resolve complex hardware and software issues efficiently.
• Good verbal and written communication to interact effectively with end-users and team members.
• Ability to multitask and prioritize tasks and manage time effectively.
• A proactive approach, with the ability to work both independently and collaboratively within a team.

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