Senior Technical Support Engineer

Job description / Role

Overview

The Sr Technical Support Engineer is responsible for providing end-user support related to all Level 1 and extending to Level 2, ensuring that the performance and availability of the system and network infrastructure at the site are healthy and always functional. The Support Engineer is responsible for the ongoing support of systems and hardware peripherals, providing client support and working closely with users to understand business needs. Expertise in troubleshooting, maintaining service tickets, and SLA design is required.

Responsibilities

• Advising systematic know-how of procedures, operations, and work instructions.
• Own and drive customer escalations for reactive support delivery.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Diagnose and resolve basic hardware and software problems.
• Follow up with users to ensure timely resolution of their issues and maintain a high level of user satisfaction.
• Escalate unresolved issues to higher-level support teams.
• Good knowledge of ITSM tools.
• Checking systems and equipment for substandard performance or malfunctioning.
• Fixing systems and equipment problems.
• Setting up of peripherals (i.e., laptop/desktop/printers), as per the compliance and policy.
• Good knowledge of backup software like Synology.
• Good knowledge about Office 365.
• Good knowledge of firewalls (i.e., SonicWall).
• Good knowledge about Cisco switching and routing.
• Good knowledge in Active Directory management, DNS & DHCP.
• Identifying performance problems and malfunctions.
• Maintaining hardware and corresponding documentation of fixes, notes, and recommendations.
• Managing routine preventive procedures; maintaining and monitoring network security.
• Analyzing and resolving faults.
• Monitoring network environments and proactively maintaining infrastructure to prevent failures.
• Updating process, procedure, and other documentation.
• Log and follow-up issues with vendors.
• Perform health system checks on areas of responsibility.
• Designing, deploying, maintaining, and improving IT service delivery processes within the corporate guidelines to ensure efficient IT-dependent business operations and achieving corporate objectives.
• Ensured adherence to the SLA within the network.
• Responsible for monitoring and tracking IT assets.

Educational Qualification Requirements

• Bachelor of Computer Engineering or equivalent.
• Certifications in Cisco & Microsoft preferred.

Skills & Professional Requirements

• Deep system and storage management understanding.
• Network management understanding.
• Familiarity with ITIL and its applications.
• Work with reports, root cause analysis.
• Maintain documentation.
• Vendor negotiation.
• Maintain system and storage.
• Maintain and ensure network operations.
• Monitor vendor SLAs.
• Work with vendors for solutions and their support.

Experience Requirements

• Minimum of 8+ years of experience in managing and supporting end-user requirements.
• Certification in Cisco & Microsoft. Candidate should have good knowledge in network technologies.

Behavioral

• Adaptability.
• Collaboration/Teamwork.
• Communication.
• Continuous learning.
• Innovation & creative thinking.
• Planning & organizing work.
• Problem-solving.
• Quality & customer focus.

About the Company

Staff Connect is the rapidly developing best IT outsourcing company in UAE. We offer to our respective clients the best possible service like sourcing services for permanent, temporary, and agreement-based recruitment. Since commencing conductions, the entities have seen fast development achieved solely through firm business rapports and deliver reliable and meaningful services to our clients.