IT Support Engineer / Office Assistant

Job Title: IT Support Engineer / Office Assistant

Job Purpose:
This position primarily provides technical support to one of Excello's key clients and assists with office operations. The role involves remote support for Windows and Mac systems, networking, cloud platforms, and various online tools. Additionally, the position requires handling administrative tasks such as documentation, communication, scheduling, and billing support.

Duties and Responsibilities:

Technical Support:

• Set up and maintain computer networks.
• Configure and install printers, routers, access points, and firewalls.
• Perform software installations, updates, and recoveries.
• Troubleshoot hardware and software issues for servers and workstations.
• Remove viruses, malware, and unwanted software.
• Optimize system performance and perform routine maintenance.
• Back up data before performing any technical work.
• Upgrade hardware components (RAM, hard drives, network cards, etc.).
• Provide support for cloud solutions like Microsoft 365, SharePoint, and Google Workspace.

Office Assistance:

• Answer and direct phone calls; take and relay messages.
• Document technical support tasks using relevant software (e.g., Autotask, IT Glue).
• Manage support emails and schedule appointments.
• Assist with research on technology-related issues and solutions.
• Create and follow up on quotes and purchase orders.
• Support billing processes and vendor communications.
• Assist clients in person and resolve queries promptly.

Qualifications:

• Education: Associate’s Degree in a relevant field.
• Experience:
  • Minimum 3 years in technical support.
  • 5 years in customer service (required).
• Skills:
  • Proficiency in Windows and Mac operating systems.
  • Networking and computer knowledge (certifications are a plus).
  • Excellent English communication skills (verbal and written).
  • Strong organizational and time management skills.
  • Customer-focused with a friendly attitude.
  • Coachable and eager to learn.