IT Support Engineer
We ensure your IT infrastructure is a strategic asset. Our IT Engineers deliver comprehensive technical support by collaborating with cross-functional teams to deploy, configure, and maintain business aligned IT infrastructure. They utilise advanced tools and techniques to optimise performance, strengthen security, and drive continuous performance improvements through proactive problem solving.
About This Role
Sonaqode's IT Support Engineers leverage advanced tools to deliver rapid and effective problem resolution. Through systematic troubleshooting, these experts ensure seamless daily operations across your organisation. They go beyond reactive incident management by embedding proactive support and user satisfaction into every IT interaction. Our engineers develop robust incident management processes and comprehensive knowledge bases to streamline decisions and enhance system performance. This user centric methodology directly boosts productivity, accelerates service delivery, and strengthens operational efficiency.
By minimising downtime, improving the digital employee experience, and reducing IT related risks, they deliver a strategic advantage instead of merely addressing tickets. Our dedicated engineers are highly skilled in troubleshooting, software deployment, hardware maintenance, and network support, with proven expertise in emerging technologies like cloud computing, remote support solutions, and IT automation.
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Skill Set
Essential Technical Skills
- Software Troubleshooting: Proficient in resolving software issues and conflicts.
- Network Troubleshooting: Understanding of network fundamentals and ability to diagnose network problems.
- Operating Systems: Proficient in Windows, macOS, and Linux environments.
- Application Support: Knowledge of common software applications Office suite, email.
- Remote Support Tools: Proficient in TeamViewer or Remote Desktop, capable of troubleshooting issues remotely and efficiently guiding users through technical problems.
- Ticketing Systems: Experience with help desk software for issue tracking.
- Network management: Familiar with network management tools and concepts, such as DNS, DHCP, TCP/IP, and VPN.
Experience
- Help desk or technical support role: Practical experience in handling user issues.
- Customer service industry: Experience in dealing with customers and resolving complaints.
- Technical documentation: Creating clear and concise knowledge base articles using Microsoft Office Word, Excel or Google Workspace Docs, Sheets.
Key Deliverables
Technical Support and Problem Resolution
- Incident Management: Responding to and resolving IT-related issues and inquiries.
- Problem Solving: Diagnosing and resolving complex technical problems.
- Technical Support: Providing assistance and guidance to users on hardware and software issues.
System Maintenance and Administration
- Hardware and Software Maintenance: Ensuring systems and equipment are functioning optimally.
- System Updates and Patches: Applying necessary updates and patches to maintain system security and performance.
- User Account Management: Creating, modifying, and deleting user accounts and permissions.
Service Delivery and Improvement
- IT Service Delivery: Providing efficient and effective IT services to end-users.
- Knowledge Base Management: Creating and updating knowledge base articles for self-service support.
- User Training: Conducting training sessions on IT systems and software.
Process Improvement
- Process Improvement: Identifying opportunities to improve IT support processes and efficiency.