Role Overview:

• As an IT Support Engineer, you will play a pivotal role in ensuring the efficient functioning of IT systems and providing timely support to end-users.
• This position requires a proactive and detail-oriented individual with a strong technical background.
• You will be responsible for resolving incidents, providing hardware and software support, participating in project deployments, and contributing to the overall success of the IT operations at Kingmakers.

What You Will Be Doing:

Incident Resolution:

• Ensure incidents and IT requests are resolved within the stated SLA (Service Level Agreement).
• Conduct deep dives on incidents and problems to diagnose issues and provide permanent resolutions.
• Document and share root causes to enhance the team’s knowledge base.

End-User Support:

• Provide comprehensive IT support for end-user hardware, including desktops, laptops, phones, printers, and other peripherals.
• Support end-user software, including Windows, MacOS, O365, and other applications.
• Onboard new users within the Kingmakers domain, ensuring all necessary accesses and work tools are provisioned.

Project Deployment:

• Participate in the planning and deployment of projects involving network and Enterprise Applications.
• Provision laptops, desktops, and phones to the Kingmakers domain as required.

System Maintenance:

• Install and upgrade operating systems and applications on computers, phones, and other devices.
• Handle patch management and ensure devices and applications are up to date according to the agreed policy and rollout strategy.

Inventory Management:

• Maintain IT inventory and manage the delivery of IT assets to end-users.
• Contribute to the creation and maintenance of user guides on commonly used applications.

Network Monitoring:

• Monitor and report failures in the WAN and LAN network to the Networking team.
• Take corrective actions to address network issues promptly by collaborating with the Networking team.

Escalation and Collaboration:

• Promptly escalate unresolved issues to the relevant specialist for further investigation.
• Collaborate with other IT teams and specialists to resolve complex issues.

What You Need for This Role:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in providing IT support and resolving technical issues.
• Strong knowledge of hardware, software, operating systems, and network infrastructure.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent are a plus.

Skills:

• Excellent problem-solving and troubleshooting skills.
• Strong interpersonal and communication skills.
• Ability to work independently and collaboratively within a team.
• Detail-oriented with a proactive and customer-focused approach.
• Flexibility to adapt to changing priorities and occasional evening/weekend work.