Senior Support Engineer

Role Responsibilities Lead the team of support engineers and ensure help desk tasks and duties are properly assigned Ensure SLA targets are achieved Provide support and guidance whenever needed for the support engineers Provide technical support for endusers for various software and hardware systems Respond to technical enquiries via phone email chat or inperson and provide resolution and escalation as necessary Troubleshoot and resolve hardware issues including desktops laptops printers Strong knowledge of Windows Operating Systems MacOS and Linux Strong knowledge in configuring troubleshooting and fixing printing issues Ability to identify and troubleshoot network connectivity Collaborate with other IT teams such as network systems and security to resolve complex technical issues Monitor and maintain inventory of hardware software licenses and order placement as needed Stay up to date with new technologies and products Strong communication and customer service skills Knowledge of network protocols and technologies including TCP IP DNS DHCP etc Knowledge of Microsoft Active directory Experience with using remote desktop tools and techniques Familiar with troubleshooting of McAfee agents on endpoint devices Experience with deploying troubleshooting and fixing ISE client on endusers desktops and laptops Experience in configuring Cisco and Avaya IP phones Qualifications Bachelor s degree in Computer Science Information technology or a related field A minimum of 5 years of experience as IT support Engineer Strong communication skills and ability to work effectively with other IT staff and support endusers Ability to manage multiple projects and priorities