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