IT Support Engineer

Endpoint Support & Management

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Perform operating system installation, software deployment, upgrades, and patch management.
• Diagnose and resolve hardware and software issues for end users.
• Maintain inventory and asset records of IT equipment and accessories.
• Coordinate warranty claims and vendor support for faulty hardware.

User Support & Helpdesk Operations

• Provide first-level technical support for business applications and IT services.
• Respond to user incidents and service requests through ticketing systems, email, phone, or in-person support.
• Escalate unresolved technical issues to higher-level support teams when necessary.
• Ensure timely closure of support tickets in accordance with SLA requirements.
• Assist users with password resets, account access, and basic system configurations.
• Network & Connectivity Support
• Troubleshoot basic LAN/Wi-Fi connectivity issues.
• Support VPN access and remote user connectivity.
• Assist in troubleshooting network printers and shared resources.
• System Maintenance & Security
• Perform routine system health checks, system patching and preventive maintenance.
• Support backup and recovery activities for user systems where applicable.
• Follow IT policies, procedures, and security standards.
• Maintain detailed technical documentation, knowledge articles, and operational manuals.
• Documentation & Reporting
• Customer Service & Collaboration
• Build and maintain positive, professional, and respectful relationships with all stakeholders while upholding healthcare service etiquette.

• Support IT projects, system rollouts, office relocations, and technology upgrades as required.
• Education and Certification –

• Bachelor’s degree in information technology, Computer Science, or a related field.

Experience

• 2–5 years of experience in IT support, helpdesk, or desktop support roles.
• Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
• Experience in providing first-level support for enterprise/business applications.
• Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
• Basic knowledge of networking concepts, Active Directory, and remote support tools.

Technical Skills

• Knowledge of hardware diagnostics and troubleshooting.
• Understanding of ticketing systems and IT service management processes.
• Basic understanding of LAN/WAN, Wi-Fi, VPN, and printer management.
• Experience with endpoint security and antivirus solutions.
• Good communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and under pressure.
• Customer service-oriented mindset with attention to detail.
• Microsoft Certification or equivalent certification

Soft Skills

Preferred Certifications (Optional)

ITIL Foundation Certification

• Bachelor’s degree in information technology, Computer Science, or a related field.

Experience

• 2–5 years of experience in IT support, helpdesk, or desktop support roles.
• Hands-on experience in troubleshooting desktops, laptops, printers, and endpoint devices.
• Experience in providing first-level support for enterprise/business applications.
• Familiarity with Windows operating systems, Microsoft Office applications, and common IT tools.
• Basic knowledge of networking concepts, Active Directory, and remote support tools.