NetAnalytiks - IT Support Engineer

Job description :

• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with team standards.
• Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing proposed fixes, and follow-up to ensure the problem has been resolved.
• Maintaining Asset Inventory according to company policies.
• Coordinate with Sales and Procurement Partner ensuring timely delivery of new resources.
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.
• Installing and configuring user laptops / desktops / mobile devices
• Responding to L1 / L2 IT support requests
• Interact with users to diagnose software, networking, or hardware issues
• Providing technical support on-site or via remote-access systems.
• Properly escalate unresolved issues to engineering team
• Prioritize and manage several open issues at one time
• L1 / L2 knowledge in networking
• Basic networking knowledge about TCP / IP, LAN, WAN, routers, access points & switches
• Collaborating with the IT department on the deployment and maintenance of network technologies.
• Installing, configuring, and updating network software as well as maintaining hardware and network Basic Qualification :
• Bachelor's degree in Computer science or IT-related field.
• Must have knowledge of Mac OS and Microsoft Windows 10.
• Strong verbal and written skills and proven ability to communicate with technical and non-technical staff.
• Display a commitment to quality and strong multi-tasking skills.
• Adherence to shift schedules and timeliness are key Preferred Qualification :
• Advanced MacOS systems administration skills.
• Strong troubleshooting skills in very complex systems.
• Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc
• Ability to explain complex IT concepts in simple term

ref : hirist.tech)