IT Support Engineer



IT Support Engineer

The Technical Support is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24/7 operation of systems and when problems arise, provide quick and permanent solutions.

Specific Responsibilities

  • Maintenance of computer accounts, software licenses and inventory
  • Setting up accounts for staff, ensuring that they know how to log in
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners
  • Investigating, diagnosing and solving computer software and hardware faults
  • Planning and undertaking scheduled maintenance upgrades
  • Repairing equipment and replacing parts
  • Maintaining records of software licenses
  • Managing stocks of equipment, consumables and other supplies
  • IT issue resolution or escalation
  • Take ownership of internal employees’ issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Report and feedback
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Provide prompt and accurate feedback to employees

Capabilities and Skills

  • Language proficiency : English
  • Proven working experience in enterprise technical support, IT support or as a technical engineer
  • Basic knowledge of computer OS, software, equipments
  • Excellent Windows, Mac troubleshooting ability
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills (email, documentation, etc)
  • Good time management skills

Key Performance Indicators

  • Daily maintenance of computer accounts and software licenses
  • Weekly inventory update
  • Weekly or daily report as needed

Expectations and Outputs

  • Timely issue resolution or escalation resulting in high equipment and system performance
  • On-time report and employee feedback
  • Clear and effective communication
  • Periodically check compliance with information security regulations

Seniority Level



Translation and Localization, Media Production, Broadcast Media

Employment Type


Job Functions

Technical Support

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