Information Technology Support Engineer

SISL Global Pte. Ltd.; Birmingham; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading tech support company located in Birmingham is seeking a skilled Desktop Support Technician. Responsibilities include providing second-level support for hardware and software issues, maintaining operating systems, and troubleshooting user connectivity problems. The ideal candidate will have 2-4 years of experience in a similar role, strong knowledge of both Windows and Mac systems, and relevant IT certifications. This is an excellent opportunity for someone passionate about helping users and enhancing their technical skills.

Qualifications

• 2-4 years of experience in desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with remote desktop support software.

Responsibilities

• Provide second-level technical support for hardware and software issues.
• Install and maintain operating systems and software applications.
• Assist with network connectivity issues.

Skills

Technical support

Troubleshooting Windows and Mac

Problem-solving skills

Interpersonal skills

Communication skills

Education

Associate's or bachelor's degree in information technology or Computer Science

Relevant certifications (CompTIA A+, Network+, Microsoft Certified Desktop Support)

Tools

Active Directory

Microsoft Office Suite

Remote desktop tools

Job description

Key Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of Windows and Mac computers.
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment.
• Build and maintain strong relationships with end users and ensure user satisfaction.

Qualifications

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support.