Information Technology Support Engineer

About the Company

Brainotech IT Solutions is a worldwide provider of IT services and managed infrastructure, delivering comprehensive enterprise technology solutions. The firm focuses on supporting distributed organizations by offering scalable IT operations, field engineering, and infrastructure management.

About the Role

The Desktop Support Engineer will offer first and second-level technical assistance to ensure continuous IT operations and prompt troubleshooting of hardware, software, and network-related challenges. This position guarantees service delivery aligns with business goals while maintaining operational efficiency, user satisfaction, and compliance with SLAs.

Key Responsibilities

• Deliver first and second-line technical support for user issues
• Diagnose and resolve hardware, software, and application problems
• Provide break-fix support and fault identification
• Manage and resolve service tickets within SLA timeframes
• Install, configure, and maintain Windows systems and related applications
• Support hardware including desktops, laptops, printers, and peripherals
• Document incidents and resolutions accurately
• Adhere to IT support policies and follow escalation procedures for complex problems
• Communicate efficiently with users and internal teams
• Liaise with vendors for hardware and antivirus issue resolution
• Provide regular status updates to management

Skills and Experience Requirements

• Proficient in Windows 11 and Microsoft Office 365 applications
• Competent with Active Directory and Group Policy Objects (GPOs)
• Skilled in hardware troubleshooting and installation
• Basic understanding of Mac OS support
• Knowledgeable in networking, servers, and IT infrastructure concepts
• Excellent analytical, problem-solving, communication, and customer service skills
• Able to multitask and thrive in a fast-paced environment
• Preferably 2 to 3 years’ experience in desktop support or IT helpdesk roles
• Certifications like CompTIA A+ or Microsoft Certified Professional (MCP) are desirable
• Familiarity with ticketing systems and enterprise IT environments
• Experience with mobile device management on iOS and Android platforms is a plus

Performance Indicators

• Compliance with service level agreements and prompt ticket resolution
• High user satisfaction and quality of service
• Accurate reporting and documentation of IT incidents
• System reliability resulting in minimal downtime