Job Purpose The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries. Job Responsibilities Second Level Support * Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk) Problem Management * Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties) Desktop Team Scope Include * Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals * Software Installation and Configuration * Orienting end-users with basic usage of IT assets and services, including basic maintenance. * Support ARIE-IT Projects / Demands delivery (define the role inside) * Comply with IT policies and procedures Job Requirements Qualifications * Bachelor Degree in any field, with Computer related certificates Experience * 1 - 3 year experience with Technical support (onsite and remote) Knowledge & Skills * Good technical knowledge and familiarity with IT Infrastructure; * Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals); * Excellent English communication; able to express thoughts between normal language and technical language * Positive and Proactive attitude * Team player * Committed and Hardworking *