The Technical Support Engineer is responsible for providing technical assistance and support for computer

systems, hardware, or software across all divisions of the company. This role ensures the efficient resolution

of IT-related issues, supports the installation and maintenance of IT infrastructure, and contributes to the

continuous improvement of IT services.

Key Roles and Responsibilities:

• Implement the department’s set policies and procedures and comply with the company’s policy.

Technical Support Engineer Responsibilities:

Technical Support:

• Provide first and second-level support to end-users across various divisions, addressing issues related to hardware, software, and network connectivity.
• Troubleshoot and resolve technical problems through diagnostic techniques and pertinent questions.
• Escalate complex issues to higher-level support teams when necessary.

System Maintenance and Management:

• Perform regular maintenance tasks on computer systems and networks to ensure optimal performance and security.
• Install, configure, and update software and hardware as required.
• Manage user accounts, permissions, and access rights in accordance with company policies.

Network Administration:

• Assist in the management and troubleshooting of the company’s network infrastructure, including switches, routers, firewalls, and wireless access points.
• Monitor network performance and ensure reliable and secure network operations.

IT Infrastructure Support:

• Support the maintenance and operation of servers, storage systems, and backup solutions.
• Assist with the implementation and management of cloud-based services and solutions.

Customer Service:

• Provide exceptional customer service by ensuring timely and effective responses to support requests.
• Educate and guide users on best practices and safe computing procedures.
• Maintain accurate records of support requests and resolutions in the helpdesk system

Skills

Educational Qualification: Bachelor’s degree in Information Technology or Computer Science

Certifications: MCSA and A+

Experience: Minimum of 3 years in technical support

Technical Expertise:

• Proficient in computer hardware and networking
• Skilled in troubleshooting PCs, printers, networks, Office applications, and Office 365 products

Communication Skills: Strong verbal and written communication abilities

Additional Requirement: Possession of a valid Kuwait Driving License