IT Support Engineer

The IT Support Engineer provides day-to-day technical support to end-users, performs routine system administration, ensures network and device reliability, and manages IT assets. This role requires troubleshooting skills, attention to detail, and the ability to communicate effectively with users at all levels.

Job Descriptions

1. End-User Desk Support (Tier 1):

• Receive and respond to support requests via phone, email, or other communication channels.
• Log all incidents and service requests into the Vistek Service Desk system.
• Troubleshoot and resolve end-user issues in a timely manner.
• Provide technical advice and recommendations to users.
• Monitor and follow up on all logged tickets to ensure timely closure.

2. Administration and Network Monitoring (Tier 2):

• Perform weekly checks on the Admin Portal to monitor network performance and system event logs.
• Review and analyze event logs to identify abnormalities.
• Implement recommended corrective actions based on event log findings.
• Escalate critical issues to Vistek Management when necessary.

3. New Recruit Support:

• Create user accounts upon receiving HR onboarding notifications.
• Prepare and configure laptops for new users.
• Set up user profiles for new or reassigned employees.

4. Resigned Staff Support:

• Conduct IT exit clearance for departing employees.
• Terminate user accounts and set up email forwarding rules when required.
• Revoke access to all network resources, systems, and VPN.
• Perform final email backup and archive data to the QNAP server before account deletion.

5. VPN Account Setup:

• Process VPN account requests upon receiving the approved Remote Access Form.
• Create and configure VPN access for new or existing users.

6. IT Procurement Verification and Justification:

• Troubleshoot laptop and IT equipment issues to identify root causes.
• Recommend repair, replacement, or upgrade options for faulty devices.
• Prepare justification emails for management approval and coordinate with Procurement for purchase requests.
• Verify and validate all IT-related payment transactions.

7. Asset Management:

• Maintain a comprehensive record of all IT assets using the Fixed Asset Management system (Excel).
• Track issuance, location, and condition of IT equipment.

8. Wireless Device Management:

• Register all new wireless devices into the Wireless Device inventory database.
• Prepare and obtain recipient acknowledgment using the Wireless Device Issuance Form.
• Investigate damaged wireless devices and propose recommendations for repair or replacement.
• Submit approval requests to Vistek Management for new or replacement wireless devices.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or related field.
• 1–2 years of experience in IT support, helpdesk, or similar technical role.
• Strong troubleshooting and problem-solving skills for end-user computing and basic network administration.
• Proficiency in Windows operating systems, user account management, and common business applications.
• Good communication and customer service skills, with the ability to support users at different levels.
• Strong documentation skills with accuracy and attention to detail.
• Ability to multitask, prioritize, and work independently with minimal supervision.
• High level of responsibility, professionalism, and confidentiality when handling sensitive information.
• Proactive, resourceful, and service-oriented mindset.