Nityo Infotech
Linkedin · Posted 15d ago
Senior IT Support Engineer
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Indexed description
- 10+ years experience – able to navigate situations and engage with Execs / MSP / external vendors.
- Provide end‑user support for hardware, software, and networking issues
- Install, configure, and troubleshoot computer hardware, software, and peripherals
- Walk users through application installations and device setup
- Ask targeted questions to diagnose and isolate technical issues
- Guide users using clear, step‑by‑step instructions
- Perform remote troubleshooting and test alternative solutions until resolution
- Customize and configure desktop applications to meet user needs
- Accurately log incidents, root causes, and resolutions in the ticketing system (ServiceNow)
- Ensure all issues are properly documented and tracked through closure
- Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, developers)
- Prioritize and manage multiple concurrent support requests
- Follow up with users to confirm systems are fully functional after resolution
- Provide prompt, accurate communication and status updates to customers
- Report customer feedback and potential product or system improvement requests
- Refer to internal knowledge bases and external resources to deliver accurate solutions
- Assist with creating, updating, and improving technical documentation and manuals
- Maintain and support an IT environment for approximately 300 users
- Demonstrate strong problem‑solving, organization, and prioritization skills
- Communicate effectively with all levels of the organization, including office and manufacturing floor staff
- Collaborate across teams and remain resourceful to support continuous improvement
- Bring prior experience supporting users in both office and manufacturing environments
- Maintain proficiency with Windows 10 and Windows 11 (Windows 7 a plus)
- Demonstrate strong skills in Microsoft 365 and Microsoft MFA
- Support Android and Apple iOS devices, including access to company data resources
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