What Does An IT Support Engineer Do?

WHAT DOES AN IT SUPPORT ENGINEER DO?

Published: Oct 30, 2025 - The Information Technology (IT) Support Engineer maintains and troubleshoots data, security, and VOIP networks, while supporting Windows systems, Microsoft Office, and end-user hardware. This role manages Active Directory and Office 365 accounts, ensures reliable backups and patching, maintains device inventory, and handles tickets via the Helpdesk system. The engineer also contributes to documentation, report preparation, and project-based technical support, all in line with change control standards.

A Review of Professional Skills and Functions for IT Support Engineer

1. IT Support Engineer Duties

Incident Resolution: Resolve problems in response to customer or system-reported incidents via trouble tickets.
Problem Analysis: Identify and break down problems using structured problem resolution approaches.
Technical Diagnosis: Evaluate, diagnose, research, analyze, and provide solutions to problems encountered.
System Configuration: Set up and configure requests together with customers.
Setup Modification: Make changes to existing setups based on customer descriptions.
Task Escalation: Escalate difficult, complex tasks to the next level.
Team Collaboration: Collaborate with other teams on projects for new technology initiatives and deployments.
Technical Feedback: Provide management with feedback about areas of technical concern for users and frequently encountered problems.
Skill Development: Update skill-set by keeping up with technology changes and industry trends.
Professional Training: Attend trainings in accordance with the professional development plan.
Process Compliance: Follow standard processes and procedures.
Service Adherence: Respect agreed service levels and KPI’s.

2. IT Support Engineer Details

Ticket Management: Receiving and managing customer issues using a service desk ticketing system.
Customer Communication: Providing regular updates to customers and other teams.
Email Monitoring: Monitoring the support email account.
Technical Support: Investigating issues and performing technical support for bespoke applications.
SLA Compliance: Working under strict SLA’s to respond, update, and resolve issues.
Issue Escalation: Escalating issues/tickets to relevant teams.
System Monitoring: Monitoring system performance and following up on issues with the team.
Documentation Maintenance: Providing and updating documentation of software and processes.
On-Call Support: Providing out-of-hours on-call support (overnight and weekends) to VIP customers.

3. IT Support Engineer Responsibilities

User Support: Support the internal users in a growing business in the technology industry.
Technical Assistance: Provide technical support for employees in local and remote offices via various forms of interaction (Email, IM, Walk-in, Ticketing).
End-User Computing: Be responsible for supporting all end-user computing (Windows/MAC/Mobile, etc.), including conference technology (A/V and Web Conference) and applications/software within the corporate environment.
Technology Troubleshooting: Provide build, setup, maintain, implement, and troubleshoot for all technology-related matters affecting end-user productivity.
Team Reporting: Report to the regional IT Support Team Lead and roll up to the Regional Service Desk Manager.
Technical Collaboration: Interface daily with other technical staff, and work on assignments and deliver services to end-users.
Infrastructure Monitoring: Work closely with all users and management for issue resolutions, monitoring of the corporate IT infrastructure, and drive service improvement to assist in its growth.
Project Leadership: Lead initiatives/projects to drive technology improvement and user satisfaction.

4. IT Support Engineer Job Summary

User Support: Desk-side and remote support.
Problem Identification: Identify trends and potential problems and respond proactively.
Team Mentorship: Support and mentor 1st line analysts and apprentices.
Regional Support: Provide support at other sites within the region.
On-Call Assistance: Provide out-of-hours on-call support for the business.
Customer Service: Provide excellent customer service.
Policy Compliance: Comply with the company's policies and procedures.
Knowledge Management: Use, maintain, and create knowledge documents in the Service Management platform.
Business Collaboration: Work with people at all levels of the business to proactively ensure productivity and that issues are quickly and professionally resolved.
Ticket Monitoring: Monitor open service desk tickets, ensuring resolutions and appropriate updates are carried out.
ITSM Management: Ensure logging, tracking, and updating of ITSM via ITIL-based processes.
Knowledge Sharing: Prepare documentation and gather information to share knowledge with the team.
Service Improvement: Suggest and develop ideas for improving service quality and customer satisfaction.

5. IT Support Engineer Accountabilities

End-User Support: Support end-users both desk-side and via remote support software.
Service Enhancement: Improve IT customer service, support response time, and problem resolution speed.
Knowledge Base Development: Create and expand the help desk staff's knowledge base and job aids for corporate-standard IT products.
Process Optimization: Improve support efficiency and effectiveness by applying best practices in customer reporting, logging, tracking, and resolving IT problems and service requests.
Root Cause Analysis: Improve efficiency and effectiveness by early identification and addressing root causes of technical problems, including collaboration with specialized entities such as Microsoft technical support, vendors, or other designated third parties.
Technology Adoption: Acquire support knowledge for new technologies early in their life cycle while maintaining support for older technologies.
System Configuration: Improve the configuration of the help desk, including implementation of systems necessary to document, track, and manage end-user service requests, inquiries, and problem notifications.
Incident Coordination: Provide a single point of contact and coordination for all incident reports and requests for information and service.

6. IT Support Engineer Functions

Technical Support: Provide Level 1 and Level 2 assistance to inquiries on the features, functions, and usage of corporate-approved hardware and software.
Incident Management: Identify, escalate (e.g., Level 2 escalation), manage resolution, and close incidents.
User Communication: Keep Help Desk follow-up communications current and provide accurate feedback to end users.
System Configuration: Configure computer systems, printers, and telephones to ensure proper business functionality.
Infrastructure Maintenance: Ensure IT infrastructure and equipment run at optimum performance.
Asset Management: Coordinate asset and inventory management, including checks and audits.
Root Cause Management: Manage the root cause analysis process on recurring incidents.
Account Administration: Perform administration services such as creating, changing, and deleting end-user accounts.

7. IT Support Engineer Job Description

Azure Management: Utilize Microsoft Azure and Intune to provision end-user workstations and software.
User Administration: Manage user provisioning and deprovisioning within Azure/on-site Active Directory.
Process Automation: Collaborate with management and staff to provide continuous improvement of IT solutions using automation.
Issue Resolution: Troubleshoot and resolve on-site equipment and system issues.
Tier Support: Serve as a point of escalation and provide Tier 3/4 IT hardware and software support to end users.
Workload Prioritization: Prioritize workload based on day-to-day operations.
Relationship Building: Build and maintain a strong network of relationships across the business and work effectively with colleagues, suppliers, and clients.
Customer Focus: Provide strong customer focus and demonstrate the ability to work in a geographically dispersed team.
Technical Analysis: Define technical needs and solve technical problems by demonstrating excellent analytical and conceptual skills.

8. IT Support Engineer Overview

Issue Resolution: Ensure internal users have their IT issues and requests resolved.
Asset Management: Manage IT and infrastructure assets across multiple sites and support office relocation projects.
Ticket Processing: Log and process all technical requests based on the tickets received.
System Installation: Install and configure computer hardware, software, basic networks, printers, office access, and security.
Maintenance Planning: Plan and undertake scheduled maintenance upgrades.
Account Setup: Set up accounts for staff, ensuring that all platforms are installed.
Client Communication: Communicate with clients via workchat/Slack/face-to-face/emails to determine the nature of any problems they encounter.
Technical Troubleshooting: Investigate, diagnose, and solve computer software and hardware issues, and document the process.
System Administration: Administer, plan, and install Windows and Mac-based systems.
User Management: Handle onboarding and offboarding of users across multiple systems and platforms.
Helpdesk Operations: Work within the ticket system to ensure fast turnaround times for all helpdesk queries.

9. IT Support Engineer Details and Accountabilities

Customer Support: Respond to customer inquiries and assist with troubleshooting and resolving challenges.
Technical Assistance: Provide technical support across the company (this may be in person or over the phone).
Equipment Maintenance: Repair and replace equipment.
User Setup: Set up accounts and equipment for new users.
User Offboarding: Remove users and track the return of equipment.
System Configuration: Install and configure computer hardware, software, systems, networks, printers, and scanners.
System Monitoring: Monitor and maintain computer systems and networks.
Knowledge Documentation: Document all solutions (create knowledge articles) and manage administrative access to sensitive systems.
Training Support: Assist management in creating training materials about computer troubleshooting and usage.

10. IT Support Engineer Tasks

Platform Support: Support a broad range of platforms, both on-premises and in a multi-cloud environment.
User Engagement: Engage with end-users, ensuring business continuity.
Support Leadership: Lead initiatives as part of the global support uplift.
Project Contribution: Contribute to projects and ensure successful outcomes.
Issue Triage: Triage technical issues efficiently.
Executive Support: Provide single-call fault resolution for senior executives.
Incident Response: Respond to incidents and requests.
Process Improvement: Identify and implement improvement initiatives to reduce the volume of problems and support issues raised.
Documentation Management: Create and maintain support documentation.

11. IT Support Engineer Roles

Employee Support: Support global employees to resolve computer software and hardware issues.
Network Troubleshooting: Diagnose and resolve network-related issues, including office network connectivity, home internet, and VPN problems.
Procurement Management: Handle IT hardware and software procurement, liaising with key vendors.
System Installation: Install computer hardware, software, and peripherals for new employees and those working from home.
PC Imaging: Image PCs with the Standard Operating Environment (SOE).
Compliance Documentation: Document ongoing compliance checklists for backups, cybersecurity training, and firewall incidents.
Knowledge Management: Document departmental knowledge articles and processes.
Asset Tracking: Maintain hardware asset lists such as PCs and mobile phones.
Patch Management: Maintain computer inventory and software patches using the desktop management solution.
System Familiarity: Learn and maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Policy Adherence: Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems goals and procedures.
IT Training: Perform onboarding and ongoing IT training for the core applications.

12. IT Support Engineer Additional Details

Network Maintenance: Follow up, troubleshoot, and maintain data, security, and VOIP networks.
Server Support: Support Microsoft Windows Server and Client operating systems.
Fault Analysis: Perform technical fault analysis and troubleshooting.
Account Administration: Administer network user accounts in an Active Directory environment.
System Management: Conduct ongoing system management duties, including backups and patch distribution.
Data Reporting: Gather data and prepare reports.
Project Execution: Undertake project work and research.
User Support: Provide technical support to users.
System Provisioning: Provision end-user systems.
Office 365 Administration: Administer user accounts and mailboxes in Microsoft Office 365.
Application Support: Support desktop applications, including Microsoft Office.
Documentation Development: Develop documentation, including user guides.
Inventory Management: Keep the device inventory up to date.
Change Control: Follow change control standards to ensure all changes comply with documented policy.
Helpdesk Operations: Receive and manage work via Helpdesk systems.

13. IT Support Engineer Essential Functions

Technical Assistance: Assist local and remote staff with technical questions.
Issue Resolution: Identify, research, diagnose, and resolve both hardware and software issues.
Network Support: Assist with network-related troubleshooting and maintenance under the guidance of the Network Engineering Team.
Asset Management: Maintain IT assets in the global inventory management system.
Device Onboarding: Assist with onboarding Mac and Windows laptops for new users.
User Support: Participate in both local and remote support for a growing global user base.
Project Collaboration: Work with team members from other locations on IT-related projects and initiatives.
User Training: Provide end-user training via webinar or in-person sessions, and support or lead new hire orientation training.

14. IT Support Engineer Role Purpose

System Maintenance: Perform preventive and on-demand maintenance on a variety of client Mac and Windows systems.
Video Support: Troubleshoot and maintain Zoom video functionality.
Issue Management: Ensure customers’ computer issues are resolved promptly and escalate complex cases to the IT Manager.
Project Execution: Undertake small to medium-sized IT projects as instructed by the IT Manager.
Remote Support: Support end users via remote assistance, telephone, chat, and email.
Technical Resolution: Provide solutions to technical or application issues reported by customers or management.
Customer Communication: Respond to customer issues with status updates and resolutions.
Documentation Management: Document and maintain support records of customer interactions for the knowledge base in the ticketing system.
Cross-Department Coordination: Track issues and act as liaison between the IT Department, operations team, and related departments to ensure issue resolution.

15. IT Support Engineer General Responsibilities

Employee Onboarding: Manage onboarding of new employees and configure their workstations.
Employee Offboarding: Handle off-boarding processes and manage workstation stock.
Software Installation: Install authorized software on laptops and desktops.
System Security: Ensure security patches and upgrades are applied and kept up to date on desktops and laptops.
Antivirus Management: Install and maintain antivirus protection on all desktops and laptops.
Hardware Troubleshooting: Perform fault-finding and issue resolution for laptops and desktops.
User Relocation: Complete internal user moves, including phone setup and configuration.
Asset Logging: Maintain accurate logs for equipment and user assignments.
Procurement Management: Create purchase requisitions for IT hardware and software.

16. IT Support Engineer Key Accountabilities

Infrastructure Administration: Administrate and maintain IT infrastructure, including desktop computers, servers, printers, routers, switches, firewalls, phones, PDAs, and smartphones.
System Monitoring: Monitor and maintain computer systems and networks.
Ticket Management: Process customer tickets via the ticketing system and phone.
Log Monitoring: Monitor logs and various system services.
Issue Documentation: Document troubleshooting and problem resolution steps.
Department Collaboration: Interact with the development department to coordinate technical efforts.
User Assistance: Guide staff through setup or issue resolution steps, either face-to-face or over the phone.
Network Security: Monitor networks to ensure security and availability for authorized users.
Access Configuration: Assign and manage authentication and authorization within directory services.
Software Maintenance: Perform software deployment, security updates, and patches.
Network Support: Support LANs, WANs, network segments, Internet, and intranet systems.

17. IT Support Engineer Roles and Details

Device Configuration: Configure, install, and support laptops, displays, printers, and other peripherals.
System Upgrades: Upgrade laptops and migrate user data efficiently.
Issue Response: Respond promptly to IT issues and requests from on-site and remote employees.
System Diagnostics: Perform diagnostics, analysis, and repairs of IT systems.
Account Management: Assist with managing user accounts across multiple cloud applications.
Device Security: Configure company devices for secure operation, including installing security software, updates, and configurations.
Issue Resolution: Diagnose hardware and software failures, communicate remediation plans to users, document solutions, and provide status updates.
Documentation Creation: Create end-user help desk documentation and instructions.
Network Support: Assist with troubleshooting and maintenance of corporate network hardware.
Conference Support: Assist with audio/video conferencing for company-wide meetings.
Process Compliance: Follow existing policies and procedures when assisting clients and suggest improvements.
Customer Service: Provide excellent customer service at all times.

18. IT Support Engineer Responsibilities and Key Tasks

Technical Troubleshooting: Diagnose and resolve day-to-day technical issues.
Issue Escalation: Escalate IT issues to the Regional End User Support Manager.
Inventory Management: Manage IT inventory and ensure effective stock control.
Remote Support: Provide remote support to users in other regions.
Project Execution: Undertake small to medium-sized IT projects as instructed by the Regional End User Support Manager.
Regional Support: Provide end-user and server support throughout Africa.
Infrastructure Maintenance: Support and maintain servers, networks, and server rooms under the guidance of global teams.
Equipment Configuration: Set up and configure new equipment in line with business expectations.
Standards Compliance: Adhere to and actively maintain global IT standards.

19. IT Support Engineer Duties and Roles

User Training: Provide effective basic user training and conduct new user inductions.
Software Support: Install and troubleshoot authorized software.
System Security: Ensure security updates and upgrades are correctly applied and kept up to date on end-user equipment.
Antivirus Management: Install and maintain antivirus software on all end-user devices.
Warranty Management: Log and track warranty repairs efficiently.
Fault Reporting: Report faults and maintain records of server and site outages.
User Relocation: Complete internal user and desk moves, including peripherals and printers.
Workspace Maintenance: Ensure desks, meeting rooms, patch panels, and server rooms are neat and well-maintained.
Equipment Maintenance: Ensure all IT equipment in meeting rooms is in a neat and functional state.

20. IT Support Engineer Responsibilities

Reporting Management: Submit weekly reports to the Regional End User Support Manager.
Procurement Tracking: Request and track IT purchases to ensure timely delivery and accuracy.
Power Equipment Support: Provide basic support and troubleshooting for APC and related UPS/Cabinet Power equipment.
Documentation Preparation: Prepare documents, meeting materials, and correspondence.
Administrative Support: Perform basic administrative duties to meet operational objectives.
On-Call Assistance: Assist with weekend on-call support under the guidance of the Regional End User Support Manager.
Deadline Management: Work extra hours to meet deadlines.
Team Collaboration: Provide assistance and support to colleagues in IT-related matters.
Customer Service: Ensure a high level of customer service and support for all internal and external customers.

21. IT Support Engineer Job Summary

Application Support: Provide IT support for technical issues involving Microsoft’s core business applications.
Virtualization Management: Support virtual environments built on Microsoft’s Hyper-V and VMware platforms.
Email Support: Support Outlook 2010–2013 for Exchange and mobile devices such as iPhone, iPad, and Android.
Disaster Recovery: Support and maintain disaster recovery solutions.
Network Support: Provide technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
System Deployment: Perform desktop and laptop deployments, including hardware and software configurations.
Ticket Reporting: Provide daily written updates on the status of current tickets, open issues, and projects.
Alert Monitoring: Monitor, research, and resolve client network, server, and desktop alerts from the remote monitoring and management system.
OS Troubleshooting: Troubleshoot supported desktop operating systems and applications.
Vendor Coordination: Interact with vendors to facilitate hardware repairs.
Issue Documentation: Document system problems and their resolutions for future reference.
Information Security: Maintain confidentiality of company information.
System Consulting: Provide system documentation, reviews, and recommendations as part of consulting services.
Client Communication: Communicate regularly with clients and keep them informed of progress.

22. IT Support Engineer Accountabilities

Device Troubleshooting: Analyze, evaluate, and troubleshoot issues with desktops, laptops, smartphones, and Macs.
Root Cause Analysis: Identify the root cause of support requests and implement preventative measures to avoid recurrence.
System Setup: Perform new computer setup and re-imaging using the approved ULG OS build.
Employee Onboarding: Set up new employees, including workstation, workspace, and physical access provisioning.
Lab Maintenance: Maintain computers and virtual images in the Test Lab, assisting the engineering team.
Application Support: Support all core business applications while adhering to IT SLA resolution time frames.
Telephony Administration: Administer the phone system, including user extension moves, additions, and changes.
Vendor Management: Collaborate with key vendors to source and purchase IT equipment.
Ticket System Management: Maintain and manage the ticketing system support suite.
Knowledge Management: Update the IT knowledge base to keep all articles current and accurate.
Employee Training: Train new employees on IT procedures and processes.
Remote Support: Support remote users by troubleshooting VPN, broadband, and IP phone issues.
Global Desktop Support: Provide desktop-level support to global teams and users.
IT Compliance: Ensure adherence to all technical standards and metrics, providing expert knowledge for issue resolution.
Security Compliance: Operate within the ISMS framework to protect client data and uphold security policies.
Facility Coordination: Work with external contractors to ensure the building and IT facilities are maintained to high standards.

23. IT Support Engineer Functions

Request Management: Effectively manage issues through multiple inbound channels, including phone calls, emails, and client tracking or ticketing systems.
Client Response: Respond to all client requests promptly and professionally.
User Instruction: Instruct clients on the appropriate use of equipment, software, and reference materials.
Technical Support: Assist with all aspects of technical support and related technologies.
Data Management: Accurately enter, prioritize, categorize, track, and log calls, tickets, and incidents following client or internal tracking protocols.
Issue Troubleshooting: Troubleshoot and resolve hardware, software, desktop application, and peripheral issues.
Problem Research: Research and troubleshoot client issues using available tools.
Knowledge Utilization: Navigate internal and external reference materials and knowledge bases to support issue resolution.
Follow-Up Management: Proactively follow up on all open issues to ensure timely closure.
Team Collaboration: Work closely with other team members to identify and implement resolutions and process improvements.

24. IT Support Engineer Job Description

Help Desk Support: Provide technical support at the IT Help Desk during business hours.
Hardware Maintenance: Perform hardware repairs, upgrades, and system migrations.
Issue Resolution: Resolve problems promptly or escalate issues to senior technical staff.
Security Compliance: Support endpoint security standards, including antivirus, firewalls, patching, and two-factor authentication.
Access Management: Handle system access and maintain user accounts, passwords, data integrity, and security.
Solution Evaluation: Assist in evaluating hardware and software solutions and participate in IT-related projects.
Inventory Management: Assist with IT inventory tracking and purchasing processes.
Team Development: Participate in interviewing, training, and mentoring team members.

25. IT Support Engineer Overview

Customer Interaction: Serve as a single point of contact for tickets, phone calls, chats, and other inquiries from internal customers regarding IT issues, requests, and queries.
Ticket Management: Perform triage, ticket assignment, request fulfillment, and issue remediation as core competencies.
Status Reporting: Provide documented status updates on behalf of customers, following established processes.
Level 1 Support: Deliver first-level technical support and troubleshoot IT-related problems.
Issue Escalation: Escalate unresolved issues to the next-level support team according to established protocols.
Customer Service: Maintain exceptional customer service for all support queries and adhere to service management principles.
Knowledge Base Management: Manage the IT knowledge base life cycle, create, modify, and retire articles.
Meeting Support: Support business meetings, including audiovisual (AV) setup and conference room equipment.
Technical Support: Provide support across multiple technologies, including Linux, Microsoft, and Mac OS, Google Workspace (Gmail, Calendar, Drive), BlueJeans Meetings, desk phones, mobile devices, and Wi-Fi systems.

26. IT Support Engineer Details and Accountabilities

System Imaging: Perform computer hardware imaging, backup, and recovery activities.
Platform Management: Troubleshoot and manage hyper-convergence tools and platforms.
Telephony Support: Troubleshoot and manage the Alcatel PABX telephone system.
Security System Support: Troubleshoot and manage the in-house security and access card systems.
User Support: Provide in-house technical support for end users.
Device Installation: Install, configure, and perform break-fix maintenance on PCs and laptops.
Application Troubleshooting: Troubleshoot desktop and third-party applications, including MS Office, Adobe, instrumentation, and automation software.
Advanced Support: Provide Level 2/3 support for applications, PCs, printers, scanners, and phones unresolved by the Service Desk.
Data Recovery: Perform regular backup and recovery operations to ensure system reliability.

27. IT Support Engineer Tasks

Network Troubleshooting: Diagnose and resolve LAN, WAN, and VPN connectivity issues.
Data Center Operations: Mount and unmount hardware such as switches, routers, and servers in the data center.
System Monitoring: Perform daily data center routine checks and maintain the data center health checklist register.
Email Support: Troubleshoot issues related to O365 and Exchange environments.
Service Delivery: Manage operations and critical situations with minimal supervision to ensure continuous service delivery.
Local IT Support: Assist with issues related to local IT systems and infrastructure.
Compliance Adherence: Ensure all work aligns with site procedures and EH&S (Environment, Health and Safety) requirements.
Failure Analysis: Participate in Failure Mode and Effect Analysis (FMEA) exercises to identify and mitigate risks.
Technical Investigation: Conduct or participate in technical investigations to resolve complex issues.

28. IT Support Engineer Roles

Ticket Management: Resolve users daily requests efficiently through a ticket tracking system.
Asset Management: Track and manage user hardware assets using an asset tracking system.
AV Support: Ensure all conference room audio and visual equipment operates effectively.
Onboarding Coordination: Collaborate with other departments to ensure new hires and their equipment are fully set up for their first day.
Process Documentation: Work closely with IT team members to update process and procedure documentation.
Hardware Evaluation: Evaluate and recommend hardware setups to align with evolving vendor standards.
Security Maintenance: Use system management tools to enforce security updates and patches.
Account Administration: Set up and decommission user accounts for both on-premises and cloud-based services within a Single Sign-On (SSO) environment.
System Support: Support end-user systems in both Windows and Mac environments.
Event Coordination: Coordinate and schedule testing of audio/visual equipment before company-wide meeting events.

29. IT Support Engineer Additional Details

Escalation Support: Provide support for escalated tickets from a growing multi-site user base and environments.
Server Management: Deliver technical expertise and hands-on support for multi-site server infrastructure.
Process Development: Participate in developing, implementing, and administering processes to ensure reliability, recoverability, and optimal service performance.
Operational Support: Collaborate with the IT Operations team to maintain system SLAs and participate in a rotating on-call schedule for production support issues.
Vendor Coordination: Direct internal and external service provider engagements to ensure timely and effective issue resolution.
Solution Procurement: Research, procure, and evaluate new hardware and software solutions.
Project Management: Coordinate and oversee a wide range of IT projects from initiation to completion.
Stakeholder Collaboration: Work with key stakeholders to define project tasks and deliver measurable results.
Continuous Improvement: Maintain relationships with internal stakeholders to drive ongoing service improvements.
Team Development: Participate in hiring, training, and mentoring of IT staff.
Documentation Management: Maintain comprehensive internal and user-facing documentation for all managed services.

30. IT Support Engineer Essential Functions

Ticket Resolution: Resolve internal customer tickets in ServiceNow promptly while maintaining excellent customer service.
Device Support: Troubleshoot and resolve issues with company-issued computers and mobile devices.
Equipment Deployment: Image, configure, and deploy end-user computing equipment to users.
Team Collaboration: Collaborate with other teams to fully resolve issues beyond the scope of this role.
Software Installation: Install approved software through the ticketing queue.
Network Troubleshooting: Diagnose and resolve network, Wi-Fi, and printer/plotter issues.
Telephony Management: Manage and maintain VOIP telephone systems.
Asset Management: Order equipment through the internal requisition process, maintain current assets, and follow hardware asset management procedures.
Workspace Maintenance: Keep all IT areas clean, organized, and operationally ready.
Incident Coordination: Serve as the main point of contact during system outages.
Ticket Documentation: Create ServiceNow tickets for ad hoc support activities performed for end users.
Knowledge Management: Draft and maintain knowledge base entries to promote consistency across IT operations teams.

31. IT Support Engineer Role Purpose

Escalation Support: Provide advanced troubleshooting and escalation support via chat, phone, and ticket handling for complex issues affecting Amazon corporate employees worldwide.
Customer Communication: Deliver clear and professional communication to ensure customers understand the issue, resolution steps, and available self-service options.
Problem Analysis: Analyze issues, identify appropriate resources, implement fixes, and follow up with customers to confirm resolution.
Incident Escalation: Escalate system or network outages affecting multiple users to the appropriate service owners to minimize downtime and business impact.
SOP Management: Create and update standard operating procedures (SOPs) to enhance team knowledge and improve knowledge management.
Case Management: Handle fluctuating volumes of trouble tickets, ensuring timely updates and clear communication with customers until resolution.
Policy Compliance: Maintain up-to-date knowledge of company policies to deliver technically accurate and compliant solutions.
Documentation Accuracy: Record chat, call, and ticket details accurately and concisely in system logs.
On-Call Support: Provide on-call escalation support for multiple IT Services teams.
Team Development: Assist in coaching and developing peers to strengthen team capability and performance.

32. IT Support Engineer General Responsibilities

Database Management: Configure and monitor databases to ensure optimal backups, availability, and performance standards.
Performance Tuning: Perform tuning, troubleshooting, and on-call production support for database environments deployed in AWS (EC2 and RDS platforms).
Ticket Handling: Monitor and manage the BMC ticket queue for schema change requests, script executions, and non-production database refreshes.
Process Optimization: Advise support teams on process bottlenecks and provide database tuning recommendations for improved performance.
Error Troubleshooting: Assist support teams in diagnosing and resolving SQL and other database-related errors.
Issue Reporting: Provide weekly reports to management on abnormalities, incidents, and critical database issues.
Root Cause Analysis: Conduct root cause analyses and offer actionable recommendations for preventing recurrence.
Cross-Team Collaboration: Work with infrastructure, application, and other technical teams to resolve issues through established escalation processes.

33. IT Support Engineer Key Accountabilities

Inclusive Culture: Actively support and foster a culture of inclusion within the organization.
Technical Improvement: Provide analytical and technical assistance to drive continuous improvement of IT solutions.
Policy Management: Maintain and develop IT policies, procedures, and process documentation.
Ticket Management: Handle a workload of 12–25 tickets of varying complexity with efficiency and accuracy.
Project Management: Manage technical projects with strong attention to detail and timely execution.
Escalation Handling: Properly manage escalations and ad-hoc requests to ensure effective issue resolution.
Change Management: Submit, review, and comply with all Change Management procedures, communicating any potential system impacts to the team.
Team Development: Participate in the hiring, training, and development of IT team members.
Risk Identification: Demonstrate strong ability to identify potential roadblocks or risks before they escalate.
On-Call Support: Participate in rotational on-call duties alongside other team members to ensure continuous coverage.

34. IT Support Engineer Roles and Details

Change Management: Drive the assessment, planning, and authorization of changes to the IT production environment.
Service Stability: Minimize service disruptions caused by improper change implementations.
Incident Prevention: Identify root causes of incidents and implement preventive measures to avoid recurrence.
Operational Reliability: Ensure IT services remain stable, timely, and accurate by focusing on proactive incident prevention.
Process Support: Provide accurate production environment data, including system components and their interrelationships, to support other IT processes.
Requirements Analysis: Seek out, understand, and interpret IT organizational and business process requirements.
Process Design: Participate in designing and implementing process frameworks, tools, and methodologies to ensure efficient and effective IT service delivery aligned with corporate strategy.
Tool Development: Develop and maintain process tools and templates to ensure consistency and effectiveness across operations.
Documentation Management: Maintain concise process management documentation and ensure the process information repository is complete and up to date.
Process Administration: Oversee daily administration and operation of assigned processes and tools across global, regional, and site levels.
Compliance Oversight: Monitor process controls to ensure adherence to audit requirements and compliance programs, including Sarbanes-Oxley (SOX).

35. IT Support Engineer Responsibilities and Key Tasks

Performance Monitoring: Monitor process performance against Key Performance Indicators (KPIs) and other metrics, preparing and analyzing detailed management reports.
Process Improvement: Participate in process and tool enhancement initiatives to increase efficiency and effectiveness.
Process Consulting: Provide practical and technical consulting, mentoring, and guidance on effective process utilization.
Customer Satisfaction: Ensure high levels of customer satisfaction through proper process execution and results delivery.
Knowledge Sharing: Contribute to the exchange of ideas and information within the department to promote collaboration and innovation.
Communication Management: Organize verbal and written communication clearly using a professional business style.
Team Engagement: Ask questions and encourage input from team members to foster collaboration and problem-solving.
Status Reporting: Provide regular progress and performance updates to appropriate managers.
Cost Optimization: Identify creative ways to reduce costs by streamlining or re-engineering processes, consolidating tasks, and eliminating non-value-added activities.
Continuous Improvement: Drive ongoing improvement through trend reporting, data analysis, and metrics management.
Procedure Optimization: Ensure procedures and work instructions are efficient, effective, and free of redundancy.
Innovation Support: Propose and promote new ideas and suggestions for continuous operational improvement.

36. IT Support Engineer Duties and Roles

Best Practice Implementation: Identify and implement new practices and processes recognized as best in the field.
Customer Focus: Anticipate, meet, and exceed customer expectations by prioritizing and resolving issues quickly and effectively.
Manager Collaboration: Consult with the reporting manager on complex or exceptional situations requiring additional oversight.
Performance Measurement: Establish and maintain new measurement systems to track and improve operational effectiveness.
Knowledge Sharing: Exchange information and best practices with other Jabil facilities to ensure organizational alignment and efficiency.
Policy Compliance: Ensure full adherence to all company policies and procedures, including Health, Safety, and Quality standards.
Confidentiality Management: Maintain strict discretion and confidentiality regarding all internal and customer-specific data and proprietary information.
Instruction Interpretation: Interpret and execute various forms of instructions, whether written, oral, diagrammatic, or scheduled.
System Confidentiality: Safeguard confidentiality and integrity in all areas concerning IT systems.
Strategic Alignment: Understand and align daily activities with the company’s business and IT strategic direction.
Safety Adherence: Follow all safety and health regulations by the supervisor.
Security Compliance: Comply with and uphold all procedures outlined in the company’s security policy.

37. IT Support Engineer Duties

Vendor Coordination: Liaise with external vendors and internal IT teams to ensure effective monitoring and alerting systems are in place for managing, maintaining, and enhancing enterprise infrastructure.
Incident Communication: Communicate infrastructure outages promptly to IT management team leads and relevant internal stakeholders.
Performance Review: Regularly review infrastructure performance and scalability to ensure all components operate within agreed SLAs, tolerances, and align with future business needs.
Capacity Management: Assess infrastructure to confirm adequate sizing, capacity, security controls, and operational efficiency.
Solution Design: Coordinate the design and implementation of best-practice infrastructure solutions that balance cost efficiency with business requirements.
Project Coordination: Oversee the planning, design, and implementation of asset and infrastructure projects to ensure timely and effective delivery.
Cost Optimization: Recommend strategies to maintain and enhance server infrastructure at minimal cost.
Patch Management: Ensure all servers and operating systems in the environment are properly patched and kept up to date.
Budget Input: Provide input on operating and capital expenditure for infrastructure-related reporting and budgeting.
Disaster Recovery Management: Manage, monitor, and maintain all backup and disaster recovery systems, ensuring regular testing and validation.
Documentation Maintenance: Document, communicate, and continuously update system architecture, infrastructure policies, and support procedures to maintain operational clarity and continuity.

38. IT Support Engineer Details

Technical Support: Provide comprehensive technical support to Amazon corporate employees across global locations.
Issue Resolution: Research, resolve, and respond to inquiries received via web chat, phone, email, and ticketing systems promptly, following organizational standards.
Problem Diagnosis: Diagnose and troubleshoot end-user computing issues by analyzing problems, identifying resources, testing fixes, and following up to confirm resolution.
Documentation Management: Create and maintain detailed call logs documenting customer interactions accurately and in a timely manner.
Customer Communication: Inform customers about required repairs, answer questions, and ensure satisfaction with the work completed.
Case Management: Manage a dynamic workload of trouble tickets while maintaining service quality and efficiency.
Policy Adherence: Maintain up-to-date knowledge of company policies to deliver technically accurate and compliant solutions.
Incident Response: Provide on-call support for high-severity (Sev1 and Sev2) incidents to minimize operational impact.
Escalation Handling: Handle escalations from Level 1 support and provide advanced troubleshooting guidance.
Project Assistance: Support ongoing technical projects to enhance system performance and user experience.
Team Development: Assist in coaching and developing peers to build skills and improve service delivery.

39. IT Support Engineer Job Summary

Desktop Support: Provide desktop and application support to fellow Trusslers to ensure smooth daily operations.
Process Development: Build and document processes and automation to improve efficiency and consistency.
Inventory Audit: Conduct audits and reviews of existing hardware and software inventories to ensure accuracy and compliance.
Remote Support: Provide real-time remote assistance to resolve user issues promptly.
Device Management: Manage the provisioning, configuration, and maintenance of desktops and laptops (Mac/Windows).
Facility Maintenance: Maintain and upgrade meeting room facilities to ensure functionality and reliability.
System Administration: Perform administrative and system support duties to maintain IT operations.
Process Improvement: Assess current workflows and recommend improvements to enhance IT service delivery.

40. IT Support Engineer Functions

Application Support: Provide administration and 2nd-level support for corporate Air Logistics applications.
System Monitoring: Monitor systems and processes, handling incidents and problems within a complex, distributed application environment.
Issue Resolution: Resolve reported and proactively identified issues using the available support tools and system functions.
Error Analysis: Perform detailed error analysis across the application landscape, categorizing and identifying root causes.
Workaround Development: Create temporary workarounds for business users until permanent fixes, releases, or emergency patches are implemented.
Ticket Management: Take ownership of tickets, ensuring timely responses, consistent follow-ups, and effective communication with all involved parties.
Knowledge Documentation: Document solutions, procedures, and findings to expand and maintain the internal knowledge base.
Knowledge Transfer: Facilitate know-how transfer within the application support teams to ensure continuity and capability growth.

41. IT Support Engineer Job Description

Client Support: Attend in-person meetings with clients to analyze, troubleshoot, and diagnose hardware issues.
Network Maintenance: Actively update, maintain, and monitor all aspects of the company's computer networks.
System Configuration: Install and configure computer systems and applications within the organization.
Issue Resolution: Respond to customer inquiries and assist in troubleshooting and resolving technical challenges.
Reporting Documentation: Complete detailed reports outlining technical assistance requests, resolution steps, and relevant timelines and personnel.
Training Support: Assist management in developing training materials for computer troubleshooting and user education.
First-Line Support: Serve as the initial point of contact for all computer and system-related concerns from clients or employees.
Documentation Management: Organize and maintain documentation related to warranties, instructional guides, and hardware references.

42. IT Support Engineer Overview

Ticket Management: Respond promptly to customer support tickets, deliver concierge-level technical support, document resolutions daily, and escalate issues.
Server Administration: Install, migrate, and manage Windows Server environments (2003/2008R2/2012).
Technical Support: Provide on-site and remote support for desktop configuration, network troubleshooting, firewall implementation, and maintenance of Windows Server and Exchange.
Client Communication: Communicate effectively with clients via phone and email, ensuring all requests and concerns are addressed promptly.
Customer Guidance: Explain resolutions clearly, answer technical questions, and provide professional recommendations.
Process Improvement: Collaborate in the development and maintenance of IT support processes to enhance efficiency and service quality.
Field Support: Travel to deploy equipment, perform staffing functions, or support customer-level operations.
Application Support: Provide IT support for technical issues related to Microsoft’s core business applications and operating systems.
Disaster Recovery: Support the implementation and maintenance of disaster recovery solutions.
Infrastructure Feedback: Identify infrastructure system needs and provide constructive feedback for improvement and development.

43. IT Support Engineer Details and Accountabilities

Conference Technology Support: Understand and troubleshoot issues related to conference room technologies, monitors, video conferencing endpoints, unified communication clients, televisions, and audio conferencing systems.
AV Operations: Operate video switchers, audio boards, cameras, microphones, and ensure seamless integration and functionality of all components.
Media Management: Manage and prepare media files for use in meetings, presentations, and corporate events.
Event Collaboration: Collaborate with participants, including executives, facilities teams, and external partners, to ensure successful event execution.
Device Diagnostics: Diagnose Apple, Android, Telephony, A/V, and video conferencing hardware and software issues using precise and professional communication.
Solution Development: Understand business and technology needs to identify opportunities and develop independent, tailored solutions for clients and company requirements.
Technology Awareness: Stay informed on A/V and IT technology trends to enhance the Starz client environment.
Continuous Learning: Participate in training sessions, webinars, and research emerging technologies and best practices.
Service Request Management: Respond to and process incoming support requests—via email, dashboard alerts, calls, or in person—by diagnosing, prioritizing, logging, and resolving or dispatching issues within SLA standards.
Incident Documentation: Record and report technical problems, causes, and resolutions accurately in the call logging system.
Knowledge Documentation: Create and maintain clear, detailed documentation for standard technical support policies, procedures, and practices.
Network Troubleshooting: Understand and resolve issues involving network technologies, including cabling topologies, gateways, bridges, routers, switches, and LAN/WAN communication protocols.
Project Support: Support all Starz key projects, including technology rollouts and upgrades.
Task Management: Manage project deliverables effectively by prioritizing, tracking progress, and ensuring timely completion of assigned tasks.

44. IT Support Engineer Tasks

Network Design: Design and deploy functional LAN, WAN, and WLAN networks across corporate, warehouse, and retail environments.
Technical Resource: Serve as a resource and advisor to Network Administrators across business units for day-to-day network operations.
Performance Monitoring: Monitor network performance to ensure maximum availability, reliability, and efficiency.
Device Installation: Troubleshoot and install various devices, including printers, scanners, workstations, cameras, video conferencing systems, and Cisco hardware.
Equipment Deployment: Procure networking equipment and coordinate deployment to designated locations.
Network Configuration: Configure network devices and services according to operational requirements and best practices.
Change Management: Operate within established configuration and change management policies to ensure system integrity.
Infrastructure Oversight: Ensure awareness, proper authorization, and success of all changes made to network infrastructure.
Security Implementation: Collaborate with the security team to select and implement security tools, policies, and procedures that meet company standards.
Documentation Management: Maintain comprehensive and up-to-date technical documentation for all network systems.
End-User Communication: Communicate clearly and respectfully with users at all organizational levels.
On-Call Support: Participate in a 24/7 on-call rotation to provide continuous network support and issue resolution.

45. IT Support Engineer Roles

Safety Compliance: Ensure Health and Safety is the top priority by adhering to all safe work practices, policies, and procedures.
IT System Support: Implement and provide technical support for deployed IT systems, including PCs, operating systems, hardware, software, and peripherals.
Telephony Support: Provide technical and operational support for deployed telephone systems.
Equipment Support: Implement and maintain barcode scanning equipment and printers to ensure continuous operation.
Network Installation: Install and repair wired and wireless networks in accordance with corporate IT standards.
Technical Support: Serve as the single point of contact for site-related technical support issues.
Team Collaboration: Work closely with the Network Services, Technical Services, and MIS teams to ensure smooth IT operations.
Ticket Management: Update and complete assigned tickets accurately and promptly in the corporate helpdesk system.
Issue Escalation: Escalate complex support issues appropriately within or outside of Field Services.

46. IT Support Engineer Additional Details

G Suite Administration: Optimize and manage G Suite, including configuring and maintaining internal SSO across applications.
Policy Development: Write IT-related policies and support their enforcement through process automation.
Network Management: Maintain office networks, Wi-Fi systems, and overall IT infrastructure to ensure reliability.
Wi-Fi Configuration: Set up and manage WPA2 Enterprise Wi-Fi networks for secure connectivity.
Procurement Management: Provide IT equipment procurement recommendations and oversee implementation.
Video Conferencing Support: Manage video conferencing hardware and software, including Zoom Rooms and related platforms.
Warranty Coordination: Act as the single point of contact for warranty claims and IT equipment repairs within Kasada.
Incident Management: Troubleshoot technical issues and escalate incidents to the line manager or 3rd line support teams.
Global IT Support: Provide IT support coverage to remote clinicians and clinics operating worldwide.

47. IT Support Engineer Role Purpose

Customer Liaison: Communicate effectively with customers and end users to address and resolve technical IT issues.
Inquiry Management: Handle telephone and email inquiries promptly and efficiently to maintain high service standards.
Remote Troubleshooting: Diagnose and resolve technical issues using remote support tools and techniques.
System Maintenance: Ensure company systems, databases, and records are accurately maintained and updated.
Remote Installation: Assist with the remote installation and configuration of systems for new clients.
Health Checks: Conduct regular system health checks by contacting existing customers to ensure optimal performance.
Team Collaboration: Liaise and collaborate with internal IT personnel to ensure smooth delivery and implementation of support services.
Staff Development: Assist in the training and development of other support desk staff to enhance team capability.
Peer Support: Provide guidance and assistance to support desk team members with technical or procedural queries.

48. IT Support Engineer General Responsibilities

Customer Service: Provide excellent customer service by ensuring timely responses and effective resolutions to IT requests.
Access Management: Fulfill employee access requests while implementing account management best practices to maintain security.
Technical Troubleshooting: Diagnose and resolve issues across various applications, systems, and services.
Problem Solving: Develop creative and efficient solutions to unexpected IT problems in collaboration with cross-functional teams.
Device Management: Manage and support a fleet of Mac workstations and personal mobile devices remotely.
Network Support: Maintain network equipment and troubleshoot network-related issues to ensure seamless connectivity.
Cloud Administration: Administer and manage a wide range of external cloud services used across the organization.
On-Call Support: Participate in a seven-day on-call rotation to provide after-hours technical support.
Hardware Management: Track, manage, and coordinate the deployment, shipping, and receiving of hardware for employees.

49. IT Support Engineer Roles and Details

Escalation Support: Provide on-call escalation support and perform root cause analysis to identify and resolve underlying issues.
Ticket Resolution: Independently resolve support tickets within the agreed SLA, maintaining efficiency in both ticket volume and response time.
Compliance Adherence: Follow all quality standards, regulatory requirements, and company IT policies.
Knowledge Management: Contribute to value-adding activities such as updating the knowledge base, training new employees, and coaching junior analysts.
Customer Experience: Ensure high customer satisfaction (CSAT) through first-call resolution and by minimizing rejected or reopened cases.
System Support: Deliver reactive and proactive support for all company hardware and centrally managed applications.
Standards Management: Help define and maintain corporate hardware and software standards for consistency across the organization.
Asset Management: Manage the procurement, reuse, and disposal of IT hardware responsibly.
License Administration: Oversee software licenses and provide account-related support for centrally managed applications.
Endpoint Security: Monitor laptops, desktops, phones, and tablets to ensure compliance with company security policies.
System Optimization: Install, configure, troubleshoot, and optimize manufacturing and desktop IT systems in a diverse environment.
Software Support: Analyze, install, modify, and support operating systems and utility software.
Project Participation: Collaborate on IT and infrastructure projects aimed at enhancing manufacturing operations and efficiency.
Technical Communication: Convey complex technical information clearly to both technical and non-technical audiences.
Global Collaboration: Liaise with internal global IT teams to coordinate support and share best practices.

50. IT Support Engineer Duties and Roles

Customer Support: Provide premium-quality phone, email, and remote support for customer servers to diagnose and resolve technical issues efficiently.
Ticket Management: Log all support calls (tickets) and maintain detailed records of customer queries and resolutions.
Trend Analysis: Analyze call logs to identify recurring issues, common trends, and underlying technical problems.
Documentation Management: Update helpdesk documentation to ensure current and accurate support information is available for each customer.
Equipment Maintenance: Test, repair, and maintain faulty IT equipment to ensure system reliability.
Team Communication: Communicate activity updates to the Service Delivery Manager and Managed Services team members regularly.
Network Administration: Manage data center and office networking equipment, including Juniper routers, switches, and Meraki devices.
System Support: Provide IT support for Windows environments, including Windows Server 2012/2016 and Windows 7/10 systems.
Monitoring Implementation: Implement and maintain monitoring systems for office and data center equipment to ensure operational stability.
User Management: Administer Active Directory user accounts, policies, and automation processes for onboarding and offboarding.
Telephony Administration: Manage cloud-based VOIP and video conferencing systems to support business communication needs.
Helpdesk Operations: Resolve helpdesk tickets and provide IT services for a business with over 150 employees.
Security Management: Apply information security policies and perform tasks including risk management, security control testing, and responding to security incidents or violations.

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