Sr. Technical Support Engineer

Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
Experience in Windows & non-Windows Operating environment
Recommend and apply solutions, including on-site repair for remote users
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
Determine and execute system reconfiguration needs.
Establish end user service level agreements.
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
Supervise complaint ticketing system and follow timely resolution of all work orders.
Demonstrated ability to provide user support by means of remote access tools.
Provide status update to the ticketing tools in a timely manner.
Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.