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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
2
Professionals
Sub-Major Group
25
Information and Communications Technology Professionals
Minor Group
252
Database and Network Professionals
Unit Group
2522
Information Technology System Administrators
Minor Unit Group
MASCO Code
2522-10
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Service Support Engineer provides technical support and assistance to a client or end-user, ensuring the reliable operation of an IT system and service. They diagnose, troubleshoot, and resolve hardware, software, and network issues, maintain system availability, and help improve IT services through proactive monitoring and documentation. Support is delivered both remotely and on-site to meet service level targets.
Tasks
Respond promptly to technical inquiries and service requests to minimise user downtime.
Diagnose and resolve hardware, software, and network issues.
Install, configure, and maintain computer systems and software for end-users.
Monitor system and network performance and identify and implement optimisations to improve performance.
Perform data backup, recovery, and disaster recovery operations.
Maintain accurate service records and technical documentation.
Coordinate with cross-functional teams to resolve issues and enhance system functionality.
Train users on system usage and basic troubleshooting.
Ensure adherence to IT policies and service standards.
Skills
Basic
Ability to remain calm and perform effectively under pressure during critical system incidents.
Critical thinking and analytical skills to diagnose and resolve technical issues.
Customer service orientation to provide empathetic and effective support.
Strong communication skills, both verbal and written, to interact effectively with users and teams.
Time management and prioritisation skills to handle service tasks efficiently.
Specific
Ability to automate routine IT tasks using Shell or Python scripting.
Ability to troubleshoot and diagnose hardware and software issues.
Familiarity with remote support tools.
Knowledge of user account management and Active Directory.
Proficiency in handling PC hardware and peripheral devices.
Proficiency in Windows, macOS, and Linux operating systems.
Understanding of networking fundamentals.
Working knowledge of IT service management frameworks, including ITIL.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
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e-Latih Online Course
Madani TVET Course
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