Role Overview

The IT Support Engineer is responsible for providing technical support and maintaining the organization’s IT infrastructure to ensure the efficient operation of computer systems, networks, software, and hardware. The role involves troubleshooting technical issues, installing and configuring IT equipment, supporting end users, implementing security measures, and ensuring the availability and reliability of IT services.

JOB RESPONSIBILITIES

• Deliver End-User support for any hardware and software approved by the Client that is available to End Users.
• Installation, Move, Add, Change, and Disposal activities (IMACD)
• Remote software installations.
• Physical software installations at End-User’s desk
• Mobile device support.
• The installation, update and support of security software and group membership.
• From time to time attend to calls for ad hoc extraordinary tasks where these may be required in support of the environment and does not affect operational Services, which tasks will be executed as part of the Services.
• Provide first line Data Room maintenance tasks.
• Provide daily backup checks.
• Provide preventive maintenance (performance checks, cleaning,) on computers, printers, servers, routers, switches, patch panels, tapes autoloader, UPS, IPBX from time to time.
• Provide monthly reports and supporting data to manage the Services effectively and efficiently.
• Conduct quarterly meetings with the Client to give recommendations on improvements and provide progress on commitments already given.
• Ensure End-User communication and engagement is done in a professional manner either through physical presence or any other appropriate means.
• Follow the Client’s prescribed dress code that is appropriate for the circumstances and environment.
• Strive for ‘first call’ resolution with ownership remaining with the Client’s IT team until eventual resolution in the event that first call resolution is not possible.
• Provide support for all major service effecting failures and incidents as and when reasonably required by the Client.

QUALIFICATIONS & EXPERIENCE

• Diploma in Computer Science, or a related field (or equivalent professional experience
• Previous experience working within a startup environment is highly preferred.

• Deliver End-User support for any hardware and software approved by the Client that is available to End Users.
• Installation, Move, Add, Change, and Disposal activities (IMACD)
• Remote software installations.
• Physical software installations at End-User’s desk
• Mobile device support.
• The installation, update and support of security software and group membership.
• From time to time attend to calls for ad hoc extraordinary tasks where these may be required in support of the environment and does not affect operational Services, which tasks will be executed as part of the Services.
• Provide first line Data Room maintenance tasks.
• Provide daily backup checks.
• Provide preventive maintenance (performance checks, cleaning,) on computers, printers, servers, routers, switches, patch panels, tapes autoloader, UPS, IPBX from time to time.
• Provide monthly reports and supporting data to manage the Services effectively and efficiently.
• Conduct quarterly meetings with the Client to give recommendations on improvements and provide progress on commitments already given.
• Ensure End-User communication and engagement is done in a professional manner either through physical presence or any other appropriate means.
• Follow the Client’s prescribed dress code that is appropriate for the circumstances and environment.
• Strive for ‘first call’ resolution with ownership remaining with the Client’s IT team until eventual resolution in the event that first call resolution is not possible.
• Provide support for all major service effecting failures and incidents as and when reasonably required by the Client.

• Technical support and troubleshooting
• Hardware and software installation and support
• End-user support
• Mobile device support
• Security software and group membership support
• Data room maintenance
• Daily backup checks
• Preventive maintenance of IT equipment
• Monthly reporting and supporting data
• Professional end-user communication

• Diploma in Computer Science, or a related field (or equivalent professional experience
• Previous experience working within a startup environment is highly preferred.