IT Support Engineer

4 days ago

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Description

• We are looking for a skilled IT Support Engineer to join our team, focusing on managing general IT tasks and providing support for both hardware and software. • You will be responsible for assigning and managing IT assets to new joiners, user access across various platforms, and resolving incidents, including MacBook-related issues. • Track and manage inventory of IT assets (laptops, peripherals, software licenses, etc.). • Ensuring optimal utilization and efficient management of assets. • Manage access to Google Workspace, JIRA, Slack, Discord, and other business applications. • Handle support for user issues related to laptops (Windows and macOS), software applications, and system performance. • Troubleshoot and resolve MacBook-related issues. • Provide technical support to users by troubleshooting and resolving issues related to software applications, hardware devices, and workplace tools. • Manage the ITSM ticketing system to log, track, and resolve incidents and service requests. • Ensure timely resolution of IT issues, adhering to SLAs and prioritizing high-impact incidents. • Provide night support to users whenever required. • Manage IT vendors and coordinate for hardware, software, and service support.

Requirements

• Proven experience in IT support, particularly with laptop hardware and software troubleshooting and cloud applications. • Strong understanding of access management for platforms like Google Workspace, JIRA service desk, Slack, and Discord etc. • Hands-on experience with MacBook troubleshooting and issue resolution. • Ability to provide user support with a customer-first attitude. • Knowledge of ITAM, ITSM, SLAs and IT operations. • Experience with IT ticketing systems (e.g. JIRA Service Management) • Minimum 5 years experience of IT.