Technical Support Engineering Apprentice

Your responsibilities will include diagnosing, troubleshooting, repairing, and debugging complex computer systems, networked and/or wireless systems. Identify and categorize IT service requests and incidents, ensuring accurate logging and tracking using the organization's incident management tools. Analyze specific client agreements, Service Level Agreements (SLA), and management plans. Identify the latest changes, procedures, and practices related to service requests and obtain sufficient information from customers to understand the nature of the problem. Implement and adhere to service level agreements (SLAs) by logging tickets, capturing incident details, and ensuring timely resolution. Perform initial diagnosis of issues based on customer-provided information and implement appropriate solutions. Install, configure, and maintain a variety of software tools and applications, including MS Office, databases, and CRM systems. Utilize remote troubleshooting tools to resolve technical issues and provide support to end users. Engage in continuous learning and development, staying updated with the latest industry practices and technologies. Access the organization's knowledge base to identify solutions and workarounds for service requests and incidents. Demonstrate essential communication methods in line with gender inclusiveness and PwD (People with Disability) sensitivity. Pursuing bachelor's degree in Information Technology, Computer Science, Electronics, or a related field. Fluency in English, with strong reading, writing, and verbal communication skills.