IT Support Engineer - L1

Summary

Join Assystem Stup, a full-service project delivery consultancy company, as a Desktop Support Engineer. Provide technical assistance to internal clients, installing, upgrading, and troubleshooting hardware and software systems. You will need problem-solving skills and the ability to give clear technical instructions, including remote troubleshooting. Ensure prompt and accurate customer service to increase client satisfaction. The role requires experience with Windows/Linux/Mac OS environments, office automation products, and network security. You will address user tickets, guide users through installations, diagnose problems, and record technical issues.

Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Graduate with IT Training and Certifications in Hardware and Networking
• Min. 3-4 years of experience in similar role
• Proficiency in ticketing systems and IT service management tools
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
• Strong verbal and written communication skills
• Ability to work in a fast-paced environment and manage multiple priorities

Responsibilities

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals