What are the responsibilities and job description for the Technical Support Engineer position at Winaxis?
Job Summary We are looking for a motivated and customer-focused Technical Support Engineer to join our IT support team. The ideal candidate will be responsible for troubleshooting technical issues, assisting users, resolving hardware and software problems, and ensuring smooth day-to-day IT operations. This role is suitable for fresh graduates and candidates with 0–3 year of experience who are interested in building a career in technical support and IT infrastructure. Key Responsibilities Provide first-level technical support to users through phone, email, chat, and ticketing systems. Diagnose and troubleshoot hardware, software, network, and system-related issues. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Assist users with operating system, application, and software-related problems. Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and connectivity issues. Create, update, and resolve support tickets while maintaining accurate documentation. Escalate complex technical issues to senior engineers or appropriate technical teams. Assist with user account setup, password resets, access management, and system permissions. Support Windows and other operating systems as required. Perform software installation, updates, patches, and basic system maintenance. Monitor recurring technical issues and assist in identifying root causes. Maintain IT asset records and documentation. Follow established IT support procedures, security policies, and service-level requirements. Assist with system upgrades, deployments, and IT infrastructure projects. Provide clear and professional communication to users throughout the troubleshooting process. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field. Freshers and candidates with 0–1 year of experience are encouraged to apply. Basic understanding of computer hardware, operating systems, networking, and troubleshooting. Familiarity with Windows operating systems. Basic knowledge of TCP/IP, DNS, DHCP, LAN, WAN, and Wi-Fi. Understanding of common software and hardware troubleshooting techniques. Good problem-solving and analytical skills. Strong verbal and written communication skills. Good customer-service and interpersonal skills. Ability to document technical issues accurately. Willingness to learn new technologies and tools. Preferred Qualifications Internship or academic project experience in IT support or technical operations. Knowledge of Active Directory, Microsoft 365, Azure, or cloud platforms. Familiarity with ServiceNow, Jira, Freshservice, or other ticketing systems. Basic knowledge of Linux is an advantage. Understanding of ITIL concepts is a plus. CompTIA A , Network , or other relevant certifications are an advantage. Basic knowledge of cybersecurity and IT security practices. Key Skills Technical troubleshooting Hardware & software support Networking fundamentals Windows support Ticket management Problem-solving Customer service Communication Documentation Time management Team collaboration What We Offer Hands-on experience with real-world IT support environments. Training and mentorship from experienced technical professionals. Exposure to hardware, software, networking, cloud, and IT support tools. Opportunity to work with enterprise IT systems and troubleshooting processes. Career growth opportunities based on performance. Professional and collaborative work environment. Ideal Candidate The ideal candidate is a technically curious, patient, and customer-focused graduate who enjoys troubleshooting problems and helping users. Strong communication, logical thinking, attention to detail, and a willingness to continuously learn are essential for success in this role.