HSSL Systems Integrator, is an Enterprise Business Communication Services, Technology and Outsourcing Services Company. We combined unparalleled experience, comprehensive capabilities across all industries and business functions. We understand and apply best industries practices. HSSL has a proven approach to help manage organisation ICT Service Level Management throughout the entire organization while achieving better IT and business alignment
Job Description
- We are seeking a skilled and experienced Technical Support Engineer to join our dynamic team.
- The ideal candidate will possess a strong background in providing technical support to end-users, troubleshooting complex IT issues, and implementing solutions to enhance our IT infrastructure.
- The Technical Support Engineer will play a pivotal role in ensuring the smooth operation of our IT systems.
Responsibilities
- Provide advanced technical support to end-users via phone, email, remote assistance, and in-person visits.
- Troubleshoot and resolve complex hardware, software, and network issues in a timely manner to minimize downtime and disruption.
- Lead IT projects related to system upgrades, migrations, and implementations, ensuring adherence to project timelines and budget constraints.
- Collaborate with cross-functional teams to identify IT requirements, evaluate technology solutions, and implement best practices to optimize IT operations.
- Develop and maintain documentation, including user guides, knowledge base articles, and IT policies and procedures.
- Mentor and train junior IT support staff, providing guidance on technical skills development and customer service excellence.
- Proactively monitor IT systems, networks, and security to identify and address potential vulnerabilities and performance issues.
- Manage vendor relationships and procurement processes for IT hardware, software, and services, ensuring cost-effectiveness and compliance with organizational standards.
- Participate in on-call rotations and provide after-hours support as needed to address critical IT issues and emergencies.
- Stay current with industry trends, emerging technologies, and best practices in IT support and service management.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, or related field; or equivalent work experience.
- Minimum of 5 years of experience in IT support roles, with a focus on providing technical support in a corporate environment.
- Strong knowledge of Windows and macOS operating systems, as well as Microsoft Office 365 suite.
- Proficiency in troubleshooting hardware, software, and network issues, including TCP/IP, DNS, DHCP, and VPN technologies.
- Experience with Active Directory, Group Policy, and other directory services and authentication mechanisms.
- Familiarity with ITIL framework and IT service management concepts.
- Excellent communication and interpersonal skills, with the ability to interact professionally with end-users at all levels of the organization.
- Proven leadership abilities, with experience leading IT projects and mentoring junior team members.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable.
- Ability to prioritize tasks effectively, work independently, and adapt to changing priorities in a fast-paced environment.
Method of Application
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