IT Support Engineer

Description

The IT Support Engineer is responsible for providing remote and onsite support to all computer users. To provide 1st level support and resolution to all reported issues and queries related to IT (hardware and software)

The IT Support Engineer will assist the IT Infrastructure Manager to maintain, support and optimized key functional areas such as network, server, data communication, telecommunications system and security. Required to participate in all infrastructure improvement activities.

Essential duties and responsibilities include the following:

• Provide support and resolution on end-user walk-in/telephone/email enquiries and issues related to Hardware and Applications (troubleshooting, VPN, wireless, etc)
• Logging and closing of service desk calls; these include documentation of all user issues/requests/resolution into ticketing system
• Conduct required IT training to end users, developing training materials as required
• Working closely with IT application team to ensure compliance to information security audit requirements and provide IT technical assistance wherever necessary
• Participate in IT projects when required; not restricting to Infrastructure activities only
• Ensure proper IT infrastructure policies, standards, procedures and risk controls are followed during issues resolution.
• To be proactive in creating a safe working environment for everyone and ensuring that HSE in-house rules are observed at all times.
• To consider HSE aspects when planning and carrying out tasks to eliminate and reduce HSE hazards, aspects and risks.

• Assist IT Infrastructure Manager to monitor all outsource infrastructure vendors performance against agreed SOW and SLA

• Nitec, Higher Nitec, Diploma in Computer / Info-Comm Technology or related
• At least 2-3 years of relevant working experience supporting computer users
• Hands-on experience in supporting desptop/laptop hardware, network printer, Microsoft Windows, and standard software (Microsoft Office, Microsoft Outlook client, Antivirus, Internet browser) and Computer setup, Microsoft Active directory, VPN setup/troubleshooting
• Good communicator with strong problem-solving skills
• Ability to work in a team environment to engage and motivate team members
• Positive attitude and able to work well with culturally and geographically diverse teams