Second Line Desktop Support Engineer

DUTIES AND RESPONSIBILITIES:

1. An experienced IT Support Technician with 3-5 years of experience to provide comprehensive technical support and maintain our IT infrastructure
2. Technical Troubleshooting: Diagnose and resolve complex technical issues involving software, hardware, and network systems
3. Infrastructure Management: Assist in the maintenance and administration of servers, network devices, and other critical IT infrastructure
4. Project Support: Collaborate with IT team members on larger IT projects, providing technical expertise and support
5. User Support: Provide direct support to users, addressing issues related to computer systems, hardware, and software. This includes setting up new user accounts and managing access control
6. Training and Guidance: Offer training and guidance to users to enhance their understanding of systems and applications
7. Documentation: Maintain detailed records of technical issues, resolutions, and user requests. Develop and update IT documentation and procedures
8. Security Compliance: Ensure adherence to IT security policies and procedures, and assist in the implementation of security measures
9. Vendor Coordination: Liaise with external vendors for the repair and maintenance of equipment and software
10. Performance Monitoring: Monitor system performance and report on any anomalies or improvements needed
11. Emergency Response: Provide rapid response and resolution during IT emergencies or system outages

REQUIREMENTS:

1. 3-5 years of experience in IT support or related field
2. In-depth knowledge of computer systems, networks, and software
3. Excellent problem-solving and communication skills
4. Relevant IT certifications preferred (e.g., CompTIA, Microsoft)