JOB DESCRIPTION

Name: Job Title: Technical Support Engineer

Report To/Line Mr. Temidayo Abrahams / Supervisor

Olajumoke Tajudeen
Manager: Mr. Jude :
Level: Level Title:
Grade: Location:

JOB PROFILE: As a Technical Support Engineer, you will be responsible for providing technical
assistance and support to customers and internal teams regarding IT systems. Your role will involve
diagnosing and resolving software and hardware issues, managing IT systems, and ensuring smooth
operations across multiple locations. The ideal candidate will have a strong technical background,
excellent problem-solving skills, and the ability to communicate effectively with both technical and non-
technical stakeholders. This position requires a proactive and customer-focused Technical Support
Engineer who can work collaboratively to ensure the efficient functioning of IT systems and contribute
to the overall success of the organization.

REQUIREMENTS:
The following requirements are mandatory and additional criteria may apply:

 Ability to troubleshoot and resolve technical issues across

multiple operating systems.
 Familiarity with system configurations, software
PROFICIENCY IN
installations, and network settings on Mac, Linux, and
MAC/LINUX/WINDOWS
Windows platforms.
OS
 Capability to provide technical support and guidance to
users with varying levels of expertise on different
operating systems.
 Strong analytical skills to identify root causes of technical
issues and implement effective solutions.
 Ability to think creatively and adapt quickly to changing
situations to resolve complex problems.
EXCELLENT PROBLEM-
 Capacity to prioritize and manage multiple tasks
SOLVING SKILLS
efficiently to meet deadlines and ensure smooth
operations.
 Proficiency in using diagnostic tools and methodologies to
troubleshoot technical issues effectively.
 Thorough attention to detail in diagnosing and
documenting technical issues accurately for future
reference and analysis.
ATTENTION TO  Logical thinking skills to analyze information, identify
DETAIL/LOGICAL AND patterns, and make informed decisions to resolve technical
CRITICAL THINKING challenges.
 Critical thinking abilities to assess situations objectively,
evaluate options, and implement the most suitable
solutions for IT systems.
THE CAPACITY TO  Strong communication skills to collaborate effectively
WORK WELL WITHIN A with team members, stakeholders, and end-users to
TEAM address technical concerns and achieve common goals.
  Ability to share knowledge, provide support, and
contribute positively to team dynamics for a cohesive
working environment.
 Flexibility and adaptability to work collaboratively in a
fast-paced environment and contribute to team success
through active participation and cooperation.
 Proficiency in using help desk software tools to log, track,
and prioritize technical support requests efficiently.
 Knowledge of hardware components, peripherals, and
EXPERIENCE IN HELP
troubleshooting techniques to address hardware-related
DESK
issues effectively.
SOFTWARE/HARDWARE
 Experience in providing remote support, configuring
devices, and resolving software-related problems through
help desk systems.

RESPONSIBILITIES are but not limited to:

INSTALLATION &  Setup: Install and configure operating systems on new devices.
CONFIGURATION  Customization: Adjust settings and applications to meet user
OF THE COMPANY’S requirements.
COMPUTER  Upgrades: Perform upgrades and installations of new software
HARDWARE applications.
OPERATING  Compatibility Checks: Ensure all hardware and software components
SYSTEMS AND are compatible and functioning properly.
APPLICATIONS
 Field Support: Provide technical support at various locations as
needed.
ONSITE AND  Preventive Maintenance: Conduct regular maintenance to prevent
OFFSITE hardware failures.
MAINTENANCE AND  Remote Assistance: Offer remote support to troubleshoot and fix
REPAIR issues without needing a physical presence.
 Equipment Servicing: Repair or replace faulty components to restore
functionality.
 Log and track all reported issues and requests regarding employees'
LOGGING THE work tools, computer systems, laptops, All-In-One Systems, mouse,
QUERIES OF and keyboards.
CUSTOMERS AND  Categorize and tag queries for easy retrieval and analysis.
(INTERNAL  Prioritize issue resolution based on urgency levels.
CUSTOMERS)  Provide timely updates to employees on issue status.
EMPLOYEES  Foster positive employee relations through effective communication.

 Data Review: Regularly review call logs to detect patterns or

recurring problems.
ANALYSIS OF CALL  Issue Identification: Identify common issues that may require a
LOGS TO DISCOVER systematic solution.
ANY UNDERLYING  Proactive Measures: Implement proactive measures to address
ISSUES OR TRENDS recurring issues.
 Reporting: Generate reports on trends and provide recommendations
for improvement.
  Fault Identification: Quickly identify whether an issue is hardware or
software-related.
DIAGNOSING AND  Technical Fixes: Apply appropriate technical fixes to resolve issues.
SOLVING  Testing: Test solutions thoroughly to ensure issues are fully
HARDWARE OR resolved.
SOFTWARE FAULTS  User Follow-Up: Follow up with users to confirm that the solution
has resolved their issues.

 Research: Stay updated on the latest technology developments

relevant to the company.
 Testing Procedures: Implement thorough testing procedures for new
TESTING AND hardware and software.
EVALUATING NEW  Evaluation Reports: Provide detailed evaluations and
TECHNOLOGY recommendations based on test results.
 Implementation: Assist in the rollout of new technologies, ensuring
smooth integration.

 Safety Standards: Ensure all equipment complies with electrical

safety standards.
ELECTRICAL  Regular Checks: Conduct regular safety checks to prevent electrical
SAFETY CHECKS ON hazards.
THE COMPANY’S  Documentation: Maintain records of safety checks and any required
COMPUTER actions taken.
EQUIPMENT  Training: Provide training to staff on electrical safety best practices.

 Priority Management: Prioritize call-outs based on urgency and

impact.
 Response Time: Ensure quick response times to minimize user
RESPONDING TO disruption.
CALL-OUTS IN A  Preparedness: Be prepared with the necessary tools and knowledge
TIMELY FASHION to address issues promptly.
 Customer Service: Provide excellent customer service during call-
outs, maintaining professionalism.

 Comprehension: Accurately interpret written and diagrammatic

instructions.
FOLLOWING
INSTRUCTIONS,  Implementation: Effectively implement instructions to set up or
EITHER WRITTEN repair systems.
OR IN DIAGRAM  Adherence to Protocol: Follow company protocols and procedures
FORM, TO SET UP A for setups and repairs.
SYSTEM OR FIX A  Feedback: Provide feedback on instruction clarity to improve
FAULT documentation.

PROVIDING AFTER-  Customer Engagement: Maintain strong relationships with

SALES SUPPORT customers post-purchase.
FOR SOFTWARE OR  Support Contracts: Manage and fulfill support contracts as per
EQUIPMENT agreements.
SUPPLIERS OR  Issue Resolution: Address and resolve any post-sales issues
BUSINESSES THAT promptly.
SPECIALIZE IN
 PROVIDING  Feedback Loop: Collect and relay customer feedback to suppliers for
CUSTOMERS WITH product improvement.
SUPPORT AND
MAINTENANCE

Employee’s Acknowledgment:
I ……………………………………………………………… acknowledge that I have received my
job description and understand all highlighted, therefore, I should be held accountable for all therein.

Date & Signature: ……………………………………………………………………………………

HR’s Name, Signature, & Date:

………………………………………………………………………