IT Support Engineer

Description: Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Managing and maintaining network infrastructure (LAN/WAN, Wi-Fi, Router, Switch) to ensure stable and secure connectivity.
Handling OS provisioning, including system deployment, configuration, updates, and staging for all user endpoints.
Installing, modifying, and repairing computer hardware, peripheral devices, and software applications.
Responding to user queries and technical incidents either in person, via email, or over the phone.
Investigating, troubleshooting, and swiftly resolving technical issues to meet the defined SLAs (Ticket Resolve).
Manipulating and optimizing the IT Support queue and ticket distribution to ensure balanced workloads and timely support.
Following up with users to ensure all reported issues are completely resolved and maintaining high user satisfaction.
Managing and updating the IT Asset Inventory, including hardware, software licenses, and IT equipment lifecycle tracking.
Participating in or leading assigned IT projects, infrastructure upgrades, and technology migration initiatives.
Performing other related IT tasks and ad-hoc duties as assigned by the supervisor (etc.).
Education: Bachelor's degree in Information Technology, Computer Engineering, Computer Science, or related fields.
Experience: Minimum of 3 years of experience in IT Support, Application Support, System Support, or Network Administration.
Good understanding of Network fundamentals (TCP/IP, LAN/WAN, Wi-Fi, Router/Switch configuration).
Proven experience in OS provisioning, system deployment, staging, and patch management (Windows, macOS, or Linux).
Strong knowledge of computer hardware, mobile devices, and core corporate software applications.
Familiarity with Helpdesk Ticketing systems (e.g., Jira, ServiceNow) and IT Asset Management tools.
Excellent diagnostic, analytical, and problem-solving skills to resolve technical issues under SLA pressure.
Fast learner with the ability to quickly adapt to new technologies and manage assigned IT projects.
Excellent communication and interpersonal skills with a strong service-mind attitude.
Good command of English (both written and spoken) for technical communication.
Prior experience or knowledge in the Retail Business is highly advantageous.
Job skills required: Project Management, English, Network Infrastructure, Network Administration, Fast Learner
Job skills preferred: Linux