Technical Support Engineer

Job Title: Technical Support Engineer

Job Purpose: For technical support for End User Devices being managed under Managed Services Contract of DHA

Qualification: 3 Year Technical Diploma or Bachelor's degree in related field (preferred).

Certification: ITIL V3/V4, Any one of Microsoft 365 Certifications

Experience: 3 - 4 Years

Responsibilities:

• Provide both remote and onsite technical assistance for Windows, Mac & Android, including laptops, tablets, and mobile devices. ‍
  
• Log Incidents and Service Requests, prioritize, categorize, resolve or escalate them to L2 & L3 support in the ITSM tool, ensuring SLA compliance, in adherence to ITIL practices. ‍
  
• Provide prompt and effective support for VIP users.
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• Work in shift rotation for 24/7 operational requirements of Remote Service Desk support and Field End user support. ‍
  
  Provide first-line support for end point security apps like Antivirus, EDR & DLP. ‍
  
• Support and troubleshoot Office 365 applications, OneDrive and VPN connectivity issues
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• Conduct basic network troubleshooting, including LAN, Wi-Fi, and VPN issues.
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• Perform Mobile Device Management (MDM) enrolment. ‍
  
• Perform OS imaging, deployment, configuration, and user setup of end-user devices. ‍
  
• Perform basic hardware troubleshooting and coordinate with vendor or carry out spare parts replacement for end-user devices where required. ‍
  
• Provide Level 1 support for printers, Smart TVs, and audio/video conferencing systems (including boardroom and meeting room setups). ‍
  
• Support asset lifecycle activities, including device preparation, deployment, movement, and coordination with relevant teams. ‍
  
• Troubleshoot technical issues, document resolutions, and contribute to knowledge base articles for continuous service improvement.

Mandatory:

• ITIL V3/V4 Certification ‍
  
• Microsoft 365 Fundamentals certification ‍
  
• Exposure to ITSM tools such as Ivanti, BMC, ServiceNow, etc. ‍
  
• Troubleshooting skills in Windows, Mac & Android devices. ‍
  
• Basic awareness of IT security best practices.
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• Basic understanding of network concepts such as DNS, DHCP, IP addressing.
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• Fundamentals of Azure AD (Entra ID) user and group management. I
  
• Knowledge of Remote support tools such as Ivanti EPM, Microsoft Intune etc • Knowledge of IMAC (Install, Move, Add, Change) processes. ‍
  
• Physical ability to participate in bulk asset movement. SOFT SKILLS: MANDATORY ‍
  
• Excellent communication and interpersonal skills. ‍
  
• Ability to handle VIP user issues with professionalism. ‍
  
• Ability to work effectively in a team and maintain high customer satisfaction. ‍
  
• Collaborate with other IT teams to ensure seamless support and issue resolution