IT Support engineer

Overview

Key Responsibilities

• + Provide first and second-level technical support for end users.
• + Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• + Support Microsoft Windows operating systems and business applications.
• + Manage user accounts, permissions, email accounts, and access rights.
• + Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• + Monitor and maintain IT infrastructure, servers, and network devices.
• + Install software updates, security patches, and operating system upgrades.
• + Respond to service requests and incidents through the ticketing system within defined SLAs.
• + Escalate complex technical issues to senior engineers or vendors when required.
• + Support virtualization environments such as VMware and Hyper-V.
• + Assist with backup, recovery, and disaster recovery procedures.
• + Maintain accurate records of incidents, solutions, and asset inventory.
• + Support cybersecurity initiatives by implementing security policies and best practices.
• + Prepare technical documentation, user guides, and knowledge base articles.
• + Coordinate with third-party vendors for hardware repairs and software support.

Requirements

• Minimum 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure Support roles.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as an IT Support Engineer or similar role.
• Excellent knowledge of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software.
• Strong problem-solving and communication skills.
• Ability to diagnose and resolve basic technical issues efficiently.
• Good organizational and time management abilities.
• Customer-oriented attitude and ability to explain technical issues in a clear manner.
• Willingness to learn and keep up-to-date with the latest technologies.

Benefits

• Proven experience as a System Administrator or similar role.
• Strong knowledge of Microsoft 365 administration and Azure Active Directory.
• Experience with Windows Server (2016/2019/2022), virtualization (Hyper-V or VMware), and networking fundamentals.
• Familiarity with PowerShell scripting for automation and administration.
• Understanding of security best practices and compliance frameworks.
• Excellent problem-solving and communication skills.