IT Engineer

Key Responsibilities (Support & Operations)

1. Primary Focus: Performs End User or IT Support Services

2. Support Levels: Provides Level 1 (L1) and Level 2 (L2) onsite support and resolution of technical issues.

3. Incident & Request Fulfillment: Manages service request fulfillment and incident logging, categorizing, assessing of impact, following up, and closing of tickets based on service level agreement.

4. Device Management:
Provides onsite and offsite support for individual, functional, and shared end-user devices.
Prepares devices, Image Staging, Deployment, Break and fix, System wipe-off, Retirement/Disposal of end-user devices.
Manages installation, configuration, upgrade, troubleshooting, and maintenance of IT managed equipment (laptops, desktops, mobile, label printers, scanners, etc.).
Handles registration, update, and maintenance of device inventory.

5. Vendor Coordination: Ensures vendor coordination and escalation for IT related hardware/software support or service repair.

6. Technology Support: Provides L1 or L2 support for the following:
IT related service requests, incidents, and problems (business office applications, e-mail, internet, enterprise/manufacturing/laboratory systems, etc.).
IT managed hardware devices and IT infrastructure.
Mobile Services (iPhone, iPad, etc.).
Printing Services (Printer/Copier/Label printer).
Audio-Video and Public Address Support Services.

7. Asset Management: Participates in forecasting, planning, inventory, procurement (purchase request, order and invoice), service repair, and disposal.

8. Administrative Tasks: Performs Administrative Tasks