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Job Description of IT Support Engineer/Officer: Essential Requirements

An IT support engineer is responsible for researching, diagnosing, and resolving technical issues for users, ensuring problems are properly documented and addressed according to standard procedures. This includes remotely assisting users via phone, email, or chat to troubleshoot software, hardware, and network problems, escalating unresolved issues to the appropriate teams, and maintaining knowledge bases to aid future issue resolution. Candidates require a degree in IT and at least one year of technical support experience, as well as strong communication, problem-solving, and multitasking skills.

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23 views

Job Description of IT Support Engineer/Officer: Essential Requirements

An IT support engineer is responsible for researching, diagnosing, and resolving technical issues for users, ensuring problems are properly documented and addressed according to standard procedures. This includes remotely assisting users via phone, email, or chat to troubleshoot software, hardware, and network problems, escalating unresolved issues to the appropriate teams, and maintaining knowledge bases to aid future issue resolution. Candidates require a degree in IT and at least one year of technical support experience, as well as strong communication, problem-solving, and multitasking skills.

Uploaded by

R AndomGuy
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Job Description of IT Support Engineer/Officer

• Research, Diagnose and troubleshoot technical (Software and Hardware) issues,


including account setup of Windows Terminal and network configuration
• Taking ownership of end user’s incidents reported and seeing problems through to
resolution
• Using methodical approach with end users to understand the issue and ensure speedy
root cause analysis of problem
• Follow up with end users to verify incident resolution
• Talk end users through a series of actions, either via phone, email or chat to resolve
incidents or queries.
• Ensure adherence to company standard’s SOP and Incident Management processes.
• Provide prompt and accurate feedback to end users.
• Properly escalate unresolved issues to appropriate internal/external teams along with
follow up till resolution of incidents.
• Ensure all incidents are properly logged in Incident Management tool
• Prepare accurate and timely reports of incidents/requests
• Document technical knowledge, Incident resolution in company’s knowledge base
• Maintain healthy professional relationships with end users

Essential Requirements

• Bachelor degree in Information Technology, Computer Science or relevant field


• Min 1 year of proven experience as a Remote Technical Support Engineer, Windows
Desktop Support Engineer, IT Help Desk Technician in remote environment.
• Good understanding of computer systems, mobile devices and other tech products
• Familiarity with remote desktop applications and help desk software
• Prioritize and multitasking ability is essential.
• Excellent problem-solving and communication skills.
• Excellent spoken English.

Strong Preferences

• German language (spoken) is a huge plus (would include special skill bonus)
• Certification MCSE, MCITP, CCNA, Linux, or similar technologies is a plus

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