Job description

Scope of work:

Technical Support Engineer is responsible for providing technical assistance, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and end-user support.

Key Responsibilities:

• Provide technical support and services for ID Card Printers.
• Provide first and second-level technical support for hardware, software, and network-related issues.
• Install, configure, and maintain desktop computers, laptops, printers, scanners, and other IT peripherals.
• Install, configure, and troubleshoot operating systems, applications, and business software.
• Respond to user support requests via phone, email, ticketing systems, or in person within agreed service levels.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Configure and maintain user accounts, email accounts, and access permissions.
• Monitor system performance and ensure the availability of IT infrastructure.
• Perform preventive maintenance, system updates, and software patch installations.
• Escalate complex technical issues to senior engineers or vendors when necessary.
• Maintain accurate records of incidents, service requests, and resolutions in the helpdesk system.
• Support LAN/WAN connectivity, Wi-Fi networks, VPN access, and basic network troubleshooting.
• Assist in the deployment of new hardware, software, and IT infrastructure projects.
• Ensure compliance with IT security policies, antivirus protection, and data backup procedures.
• Provide user training and guidance on IT systems, software applications, and cybersecurity best practices.
• Coordinate with vendors for equipment repairs, warranty claims, and technical support.
• Prepare technical documentation, user manuals, and system configuration records.
• Participate in disaster recovery and business continuity activities as required.
• Perform any other IT support duties assigned by the IT Manager or management

Skills

Education:

• Bachelor’s degree in IT/ Computer Science / Engineering 

Qualifications and Skills:

• Knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, and troubleshooting hardware.
• Familiarity with ticketing systems and remote support tools.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and provide excellent customer service
• Bachelor’s degree in IT/ Computer Science / Engineering
• Must be a certified engineer from the submitted ID card printer manufacturer.
• CCNP certificate.
• Certified in servers' administration.

Experience:

• 3–5 years of experience in technical support or IT helpdesk operations.
• Must have a minimum of 5 years' experience in ID card Printers Hardware & software Deployment & Maintenance.