Support Engineer

• Provide first-line technical support to end users for desktop hardware, software, and networking issues.
• Respond to IT service desk tickets, phone calls, and email inquiries, providing timely and efficient assistance.
• Assist users with software installations, updates, and configuration.
• Troubleshoot and resolve issues with desktops, laptops, printers, scanners, and other peripheral devices.
• Set up, configure, and deploy new desktops, laptops, and mobile devices, including imaging and ensuring compliance with IT standards.
• Ensure all desktop systems are properly configured with required software, security patches, and network connectivity.
• Manage software installations and maintain license tracking for desktop applications.
• Maintain clear, accurate, and up-to-date documentation of issues and resolutions, and contribute troubleshooting guides and FAQs to the internal knowledge base.
• Create and maintain inventory records for desktop equipment, including serial numbers, software licenses, and warranties.
• Deliver friendly, professional customer service while managing user expectations and explaining technical solutions in clear, easy to understand terms.
• Collaborate with the IT team and other departments to identify and resolve recurring support issues.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.
• Perform other duties as assigned by the supervisor.

TYM

IT Technician – Desktop Support