IT Support Engineer I

Job Description

Job Description

Roles & Responsibilities :

• Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside. Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.
• Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware / Software
• Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions.
• Create and maintain a knowledge base containing subsections for all supported software and hardware.
• Maintain the incident tracking database. Ensure that incidents are in a timely manner, regularly updated and entered in a clear and concise manner. Provide reports, as necessary.
• Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available. Order consumables and parts from vendors with supervisor’s approval.
• Represent IT to user community in a professional and service-oriented manner.
• Provide IT Operations backup support when necessary.
• Work on special projects for IT senior management.
• Other duties as assigned.

Skills & Experience Required :