IT Support Engineer

To act as a first line in handling and solving computer and office equipment related problems for PHD employees to maintain their computers availability and ensure satisfaction exceeds expectations. 

• Ensure effective customer support in the area of information technology by providing technical support and assistance for hardware and software to users. 

• Provide technical support to PHD employees as assigned via telephone, email, instant messaging, remote sessions, and physical visits by: 

• Diagnosing, researching, and resolving end-user incidents in a timely manner through support established protocol and troubleshooting guideline. 

• Assisting in fulfilling users’ technical requests in a timely manner. 

• Identifying problems or conditions outside of a product that adversely affect its operation. 

• Identifying product defects, and recommending workarounds, patches, and/or upgrades. 

• Escalating customer issues to IT Senior Specialists, IT Support Manager or second line support as needed. 

• Properly documenting and tracking customer cases on the trouble ticketing system. 

• Successfully close opened incidents and ensure customer satisfaction within SLA. 

• Working continuously on a task and follow up with the customer until completion. 

• Prioritizing and managing several open cases at one time. 

• Assist and interact with hardware and software vendors. 

• Develop good understanding of assigned products and their version histories. 

• Ensures the confidentiality, integrity and availability of PHD System and data security, including user access to computer. 

• Contribute technical articles to PHD online knowledgebase. 

Respond within agreed time limits to call-outs outside working hours.