Technical Support Engineer (Onsite) Kingston

Technical Support Engineer (Onsite) Kingston

Innovative Corporate Solutions Ltd. (ICSL) is an organization that specializes in providing ICT infrastructure services. Our goal is to assist our clients in finding and implementing the most appropriate infrastructure and digital technologies to address their business challenges. We offer comprehensive ICT support to our clients, including the selection, customization, design, installation, repair, and deployment of their information systems. Since our establishment in 2003, we have maintained our reputation for delivering top-notch expertise and outstanding service. We welcome you to join our team of experienced professionals who are dedicated to delivering excellence to our clients.

Job Title: Technical Support Engineer (Onsite) Kingston

Location: Kingston

Job Type: Fixed Term Contract

General Accountability / Purpose of the Position

The Technical Support Engineer will provide both practical and theoretical IT support by assisting clients with installations, backups, troubleshooting, and general technology operations. This role requires regular interaction with customers, internal technical staff, and stakeholders to ensure seamless support and high-quality service delivery.

Key Responsibilities / Major Tasks

Technical Support

• Install and configure computer hardware, operating systems, and applications.
• Diagnose and troubleshoot issues related to Operating Systems, software applications, network access, and peripherals (e.g., scanners, printers).
• Set up new user accounts, manage profiles and assist with password issues.
• Respond to service requests and deliver end-user support for both clients and internal staff.
• Proficiency in Office 365 Suite (e.g., Excel, Word, PowerPoint, Teams).
• Track open tickets and maintain regular communication with users regarding case status.

Quality Assurance

• Follow company procedures when resolving and escalating issues.
• Monitor and track open system issues to resolution within agreed timelines.
• Document all relevant details of service requests (issue, severity, location, impact) to aid in prioritization and resolution.
• Strong work ethics, integrity, and attention to detail.

Communication

• Provide clear, timely, and accurate update to customers.
• Set tasks and reminders for follow-up and ensure customer systems are fully functional post-troubleshooting.
• Create and maintain documentation such as manuals, notes, and reports.
• Escalate unresolved issues to the appropriate Management Team.

Technical Knowledge & Development

• Demonstrate working knowledge of IT security and networking best practices.
• Proactively conduct research into emerging technologies, technical issues, and best practices to support troubleshooting and innovation.
• Build technical and commercial competencies relevant to the role.
• Participate in product training and pursue relevant certifications to stay current with technology trends.

Knowledge, Skills & Abilities

• Strong verbal and written communication, including report writing and process documentation.
• Exceptional customer service orientation with a helpful, professional demeanour.
• Strong team player, self-motivated, proactive, and capable of working with minimal supervision.
• Strong problem-solving and deductive reasoning abilities.
• Positive interpersonal skills and the ability to interface with various stakeholders.
• Ability to work in a fast-paced environment and prioritize tasks.

Education, Certifications & Training

• Minimum of Associate’s degree in Computer Science, Information Technology or related field.
• Industry certifications such as CompTIA A+ or ITIL Foundation preferred.
• Minimum of two (2) years in a similar technical support or a related field.

If this role is of interest to you, kindly apply via ICSL's career portal no later than June 20, 2025

We appreciate your interest in the position, but please note that only applications submitted through ICSL's career portal will be considered.