Technical Support Engineer

Requirements: • Diploma/Degree in Computer Science / Information Technology / Computer Engineering or equivalent. • 4+ years of practical experience in IT support demonstrating increasing levels of responsibility and technical expertise in an enterprise environment. • General IT operations experience including but not limited to desktops/ laptops/mobile devices, basic networks, security, printers, endpoint security, imaging, and remote tools. • Self-motivated, possess a can-do attitude and a strong customer support orientation. Key Responsibilities: • Provide technical expertise and support to customers through phone, chat, ticketing system, and in-person. • Provide strong knowledge, troubleshooting and support of WINDOWS 10 & 11 Office 365 especially Outlook and OneDrive. • Act as L2 technical support for a team of service desk analysts in resolving issues that are within scope. • Manage incident and request tickets by accurately logging them in ServiceNow while strictly meeting SLA. • Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible. • Strong familiarity with PC components like CPU, Motherboard, RAM, Graphics card storage etc. • Perform PC refresh, general preventative maintenance, install, upgrade, and troubleshoot computer hardware and any other authorised peripheral equipment. • IP phone, multi-function printers and video conference Level 1 support. • Provide business simulations and Virtual Reality (VR) support used in various courses. • Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools. • Assist in onboarding new staff by preparing and deploying IT assets. • Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring. • Provide Executive / VIP /VVIP support. • Work with other members of the team Onsite Engineers, clients, and stakeholders in a professional and timely manner. • Attending and participating in regular scheduled team meetings, development trainings and workshops as needed. • MAC OS / IOS devices support experience is desired but not mandatory. • Any relevant IT industry certification like ITIL V4 Foundation/CompTIA A+/Network+/ CCNA is desired. • To succeed in this role, you should: • Have a genuine interest and passion for learning new technologies and thrives in a diverse culture and school environment. • Possess effective communication skills in explaining technical matters for non-technical business users. • A customer-centric approach with a focus on delivering high-quality support and maintaining a positive user experience. • Demonstrate adeptness in managing numerous responsibilities and arranging them by priority in a fast-paced environment. • Willingness to collaborate and work as part of a diverse team. • Demonstrate a strong dedication to continuous personal growth and advancement. • An exciting and unique opportunity awaits the successful candidate.