Information Technology Support Engineer

Job overview

The Support Engineer is responsible for identifying and resolving issues related to software, hardware, and employee access needs. The role also involves helping staff install applications, fixing network-related problems, setting up operating systems, and using remote desktop tools to deliver fast technical assistance.

Key duties and responsibilities

• Respond to employees through email and chat to resolve straightforward IT queries quickly.
• For more involved issues, communicate by phone or provide clear written instructions and technical guides.
• Investigate, pinpoint, and troubleshoot system faults to find practical solutions.
• Escalate unresolved incidents to the right internal teams according to standard procedures.
• Share timely and accurate updates with employees on the progress and resolution of their requests.
• Maintain proper logging, tracking, and closure of all support cases.
• Prepare reports that are accurate and submitted on time.
• Record technical solutions and processes in notes, manuals, and other documentation.
• Build and maintain positive working relationships with employees.
• Demonstrate sound judgment and follow company values in everyday business decisions.
• Carry out additional duties assigned by management based on business requirements.

Experience requirements

The role calls for 1 to 3 years of experience in a similar support position, with prior hands-on experience working as a Technical Support Engineer or in an equivalent role. Familiarity with Windows, Linux, and Mac OS environments is required.

Education

A relevant bachelor’s degree in a related field is required.

Skills and behavioral attributes

• Strong understanding of computer systems, mobile devices, and related technology products.
• Ability to identify and resolve basic technical issues effectively.
• Comfort using remote desktop tools and help desk platforms such as Zendesk.
• Excellent communication and problem-solving abilities.
• Capable of explaining technical steps clearly in both written and verbal formats.

Additional information

This position includes both software and hardware support responsibilities, along with network troubleshooting, application installation, operating system configuration, and remote support delivery.