IT Support Engineer at The Concept Group

Job Summary

• We are a dynamic organization seeking a competent and proactive IT Support Engineer to join our team and support internal IT operations.
• The IT Support Engineer will be responsible for providing technical support to internal users, maintaining IT systems, and ensuring efficient operation of hardware and infrastructure.

Key Responsibilities

• Provide first and second-level technical support to users
• Troubleshoot hardware and software issues
• Log, track, and resolve IT support tickets
• Support desktops, laptops, printers, telephones, and mobile devices
• Manage IT asset inventory and conduct regular audits
• Configure and deploy new systems and devices
• Support Active Directory and access control systems
• Document troubleshooting procedures and IT processes.

Key Performance Indicators (KPIs)

• Achieve 90% ticket resolution within SLA
• Respond to support requests within 30 minutes
• Maintain 100% accuracy in asset inventory
• Ensure high user satisfaction (minimum 4.5 rating).

Qualifications & Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified, ITIL)
• Proven experience in IT support, system administration, or networking
• Good knowledge of current IT tools and systems
• Ability to provide 1st and 2nd level support.