Technical Support Engineer

a) Technical Support & Troubleshooting

. Diagnose and resolve hardware/software issues (desktops, laptops, printers, peripherals).

. Install, configure, and upgrade operating systems (Windows, macOS, Linux) and related applications.

. Provide network support, including LAN/WAN, Wi-Fi, VPN, and basic router/switch configuration.

b) On-Site & Remote Assistance

. Travel to client locations for hands-on repairs, maintenance, and system deployments.

. Escalate complex or unresolved issues to Level 2 support teams as required.

. Document troubleshooting steps and solutions in ticketing systems (e.g., ServiceNow, Zendesk).

c) System Maintenance & Security

. Conduct routine system maintenance including driver updates, patching, and backups.

. Assist with basic cybersecurity practices, including antivirus installations and password resets.

. Set up and troubleshoot VoIP phones, video conferencing tools, and related communication systems.

d) Customer Service & Reporting

. Communicate technical issues to clients in clear, non-technical language.

. Maintain accurate records, track inventory (e.g., spare parts, tools), and submit timely service reports.

Requirements

- A minimum of 5 years of relevant experience in an on-site IT end-user support role, preferably within a multinational company (MNC) supporting a user base of 500+.

- Proficient in Operating Systems: Windows and macOS.

- Experienced in Productivity Suites such as Larksuite, Google Workspace, Microsoft Office.

- Familiar with Infrastructure in terms of foundational knowledge of networking, scripting, automation, and Mobile Device Management (MDM).

- Demonstrated experience in IT Project Management and IT Service Management (ITSM) frameworks.

- Excellent problem-solving skills, with the ability to independently troubleshoot and resolve issues with end-user devices,meeting room technology, and AV systems.