Position: IT Support Engineer
Category: Support
English level: intermediate
Years of experience: 1


L1 IT Support Engineer
• Performing installation and configuration of workstation hardware on demand of hiring or relocation requests, uninstall in case of dismissal, etc., and support of users in setting up the system, organization of the process, and support of communication with the end-user
• Support of network and domain user accounts and mailboxes, serving as an escalation point for all related issues and providing advisory and issue-resolving services
• Сonsulting and solving organizational and communication issues for certain internal processes of the company
• Training in software for various positions in the company and their settings for further work
• Organization and solution of logistical issues (delivery of equipment, etc.)
• Support of user's desktop applications: serving as the escalation point for all related issues and providing advisory and issue-resolving services
• Technical fault analysis and troubleshooting, detecting the roots of problems and making decisions for resolving them. Cooperating with other directions if required to accomplish requests effectively and efficiently
• Suggest estimates of efforts required to implement assigned tasks and accomplish the tasks according to the schedule defined by technical management;
• Attend conference calls, and technical meetings and follow the discussions; participate in project meetings;
• Maintain and document technical solutions in accordance with standards;
• Keep the work on requests in accordance with IT procedures
• Track incidents to closure or raise them to the core team or upper-management in case it requires deeper analysis and additional advisory, cooperate with other IT directions;
• Update corporate knowledge base (that provides users with self-service) with the latest software and corporate policies changes.