IT Support Engineer

Role overview

Responsibilities

• Provide first- and second-level support to employees and authorized users.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Install, configure, and maintain computers, printers, scanners, and other IT equipment.
• Set up workstations, user and email accounts, and business applications.
• Troubleshoot Windows and desktop applications; support Microsoft 365, email, and Teams.
• Manage user accounts, password resets, permissions, and access.
• Monitor and troubleshoot LAN, Wi-Fi, VPN, internet, and connectivity; support switches, routers, and access points when required.
• Install software, updates, patches, and upgrades; maintain IT asset, license, and device records.
• Manage support tickets and provide remote or on-site help when required.
• Train users, perform routine checks and preventive maintenance, and support backup and recovery.
• Follow security, access-control, and data-protection procedures; assist with antivirus, endpoint security, updates, and monitoring.
• Identify recurring problems, coordinate with vendors, document technical work, and assist with infrastructure projects and deployments.

Requirements

• Bachelor’s degree or diploma in IT, Computer Science, Networking, or a related field.
• Previous experience in IT support, technical support, system administration, or a similar role.
• Strong Windows and desktop troubleshooting knowledge; understanding of hardware, networking, and software installation.
• Familiarity with Microsoft 365, Active Directory, DNS, DHCP, TCP/IP, and network troubleshooting.
• Experience with office computers and peripherals; knowledge of antivirus, endpoint security, backups, and basic cybersecurity.
• Strong troubleshooting, communication, customer service, documentation, and time-management skills.
• Ability to explain technical issues to non-technical users and work independently or within a team.
• Relevant CompTIA, Microsoft, Cisco, or equivalent certifications are advantageous.

Skills and competencies

• IT technical support, hardware and software troubleshooting, Windows administration, and Microsoft 365 support.
• Active Directory, LAN and Wi-Fi troubleshooting, TCP/IP, DNS, DHCP, and network device support.
• IT asset management, user account management, endpoint security, backup and recovery, and IT documentation.
• Remote and on-site support, problem-solving, customer service, and communication.

About the opportunity