IT Customer Support Engineer - Information Systems & Technology

Job Description

Thursday, August 5, 2021

To assist & provide IT support to SBASSE faculty and SBASSE staff through the SBASSE IT Helpdesk.

Main Responsibilities:

  • Troubleshooting IT software and hardware problems at the Helpdesk and around the SBASSE complex, individually or as a team.
  • Installation of different operating systems including Windows, MAC and Linux platforms.
  • Installation and trouble-shooting of scientific software used in SBASSE.
  • Provide IT support to SBASSE faculty and staff. Help walk-in users.
  • Taking phone calls, logging and assigning tickets at Helpdesk (Service Desk) and facilitating appropriate solution to the users after office hours and on weekends. Closure of all assigned tickets.
  • Help in creating FAQ of common technical support related issues.
  • Escalate the extra-ordinary/attention requiring calls.
  • Following up calls in progress.
  • Client end support for ‘End Point Security’ solution.
  • Support for online classes and meetings through Zoom/MS Teams.
  • Provide remote support to the users through different tools and support the different school events.
  • Coordination with IST department and IST staff as and when required.

Work Schedule/Work Environment/Travel:

Work on weekends may be required. Local travel may be required, depending on departmental objectives. During the Covid-19 situation, you may be allowed to work from home, which will require you to create a suitable work environment for yourself (internet connectivity, an environment that supports your productivity at home per your own preferences and working style, setting your own work-hours, etc.).

Note: Please mention "IT Customer Support Engineer" in the email subject for your application to be considered.


Technical Skills

  • Troubleshooting expertise of common problems of different operating systems including Windows 8 & 10, Mac and Linux.
  • Proficiency with computers and industry-related software, especially MS Office 2007, 2010, 2013 and office 365 including outlook express is required
  • Hardware troubleshooting knowledge for computers and audio video devices and other common peripherals
  • Strong knowledge of network printing

Other Skills

  • Pleasant telephone manner
  • Good English communication skills
  • Problem Solving approach
A bachelor’s degree in Computing / Computer Science / IT from an HEC recognized university.

IT & Customer Support Based Knowledge

At least 2 - 3 years in an IT support role
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Note: “We are an equal employment opportunity employer”