Engineer IT Infrastructure

Responsibilities:

1. First Point of Contact:

• Serve as the initial point of contact for users seeking technical assistance.
• Collect information to understand and diagnose the issue.
1. Issue Resolution:
   • Troubleshoot and resolve hardware software and network issues.
   • Provide step-by-step guidance to users for problem resolution.
2. Ticket Management:
   • Log and manage support tickets tracking issues from inception to resolution.
   • Ensure timely updates to users on the status of their requests.
3. Documentation:
   • Maintain documentation of common issues and their resolutions.
   • Create knowledge base articles to aid in issue resolution.
4. User Training:
   • Conduct training sessions for users on basic IT processes and applications.
5. Remote Assistance:
   • Provide remote assistance using remote desktop tools.
6. Hardware and Software Installation:
   • Assist with the installation configuration and maintenance of hardware and software.
7. Communication:
   • Communicate technical information in a user-friendly manner.
   • Collaborate with other IT teams for complex issue resolution.

Skills:

1. Technical Proficiency:

• Understanding of operating systems (Windows macOS).
• Knowledge of common business applications and productivity tools.
• Basic knowledge of networking and server management.
• Basic understanding of ITSM
1. Troubleshooting:
   • Strong problem-solving skills and the ability to think logically.
   • Familiarity with diagnostic tools and techniques.
2. Customer Service:
   • Excellent communication and interpersonal skills.
   • Patience and the ability to empathize with users.
3. Adaptability:
   • Ability to adapt to new technologies and learn quickly.
4. Team Collaboration:
   • Collaborate effectively with other IT professionals.
5. Time Management:
   • Prioritize and manage multiple tasks efficiently.
6. Documentation:
   • Maintain accurate and detailed documentation.
7. Security & Policy Awareness:
   • Basic understanding of cybersecurity principles IT Policies and SOPs.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1