Software Engineer

Job Description

Key Responsibilities:

1. End-User Support:
   • Respond promptly to user inquiries and provide technical support in person, over the phone, or via remote assistance.
   • Diagnose and resolve hardware, software, and network issues.
   • Install, configure, and upgrade computer components and software applications.
   • Provide IT support and resolve problems through assigned incident or request tickets in accordance with established SLA.
2. Hardware Maintenance:
   • Conduct on-site troubleshooting and repairs of computer equipment, printers, and other peripheral devices.
   • Perform routine hardware maintenance, such as cleaning, upgrades, and component replacement.
3. Software Support:
   • Install, configure, and update software applications on user devices.
   • Troubleshoot and resolve issues related to operating systems and software applications.
   • Collaborate with the IT team to deploy software updates and patches.
4. Network Support:
   • Assist in the setup and configuration of network devices, such as routers, switches, and access points.
   • Troubleshoot network connectivity issues and assist in resolving network-related problems.
   • Provide minimal hands-on support to global infrastructure teams for network, server, and hardware upgrades or projects at the site.
5. Security:
   • Implement and enforce security measures to protect systems and data.
   • Educate end-users on best practices for security and data protection.
6. Documentation:
   • Maintain accurate records of hardware and software inventory.
   • Document solutions to common issues for knowledge sharing.
   • Prepare and submit activity reports.
7. User Training:
   • Conduct training sessions for end-users on basic IT procedures and best practices.
   • Provide guidance to users on utilizing IT resources effectively.
   • Assist with onboarding new joiners, managing PC setup and deployment using standard hardware, images, and software.
8. Collaboration:
   • Collaborate with the IT team to escalate and resolve complex issues.
   • Communicate effectively with end-users, understanding their needs and providing timely solutions.

Qualifications:

• Minimum of 1-2 years of experience in providing onsite IT support.
• Bachelor’s degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication), or equivalent.
• Proficient in troubleshooting hardware, software, and network issues.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with basic network concepts and protocols.
• Experience with ticketing tools (preferably ServiceNow).
• Troubleshooting experience with MS Office 365 suite.
• Incident and management knowledge.
• Excellent communication and interpersonal skills.
• Problem analysis and solving skills.
• Attention to detail.
• Team player with strong planning and organizing skills.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Working Conditions:

• This position may require occasional after-hours or weekend work to perform system maintenance or address critical issues.
• Ability to lift and carry computer equipment.