IT Support Engineer / IT Administrator

Job Summary

It Support & Helpdesk

• Provide Level 1, Level 2, and Level 3 technical support to end users.
• Install, configure, troubleshoot, and maintain desktops, laptops, workstations,
• printers, scanners, biometric devices, and other peripherals.
• Diagnose and resolve hardware, software, operating system, application, and
• network-related issues.
• Provide remote support using secure remote access tools.
• Manage IT support requests through a ticketing/helpdesk system.
• Maintain SLA response and resolution times.
• Escalate unresolved issues when required.
• Support onboarding and offboarding of employees by preparing IT assets and
• accounts.
• Deliver user training on IT systems and security awareness.

Microsoft 365 & System Administration

• Administer Microsoft 365 services including Outlook, Exchange Online, Teams,
• SharePoint, OneDrive, and Intune.
• Manage Active Directory and Azure Active Directory user accounts, security groups,
• and Group Policies.
• Configure and manage Microsoft Entra ID (Azure AD), Multi-Factor Authentication
• (MFA), and Conditional Access policies.
• Install, configure, and maintain Windows Server environments.
• Perform server patching, updates, health monitoring, and performance
• optimization.
• Manage shared folders, file permissions, and print services.

Network Administration

• Configure, monitor, and troubleshoot LAN, WAN, Wi-Fi, VPN, and Internet
• connectivity.
• Configure routers, managed switches, wireless access points, VLANs, DNS, DHCP,
• NAT, and TCP/IP.
• Monitor network performance and optimize network availability.
• Coordinate with Internet Service Providers (ISPs) for connectivity issues.
• Maintain structured cabling documentation and network diagrams.

Cybersecurity

• Implement cybersecurity best practices across the organization.
• Configure and manage endpoint protection, antivirus, anti-malware, EDR/XDR, and
• email security solutions.
• Perform vulnerability assessments and coordinate remediation activities.
• Monitor security logs and investigate suspicious activities.
• Implement security policies, password policies, and access controls.
• Manage user permissions based on the principle of least privilege.
• Ensure operating systems and applications are regularly patched.
• Support compliance with organizational security policies and standards.
• Conduct cybersecurity awareness training for employees.
• Respond to security incidents and coordinate corrective actions.

Firewall & Network Security

• Install, configure, and maintain firewall appliances.
• Configure firewall rules, NAT policies, VPN tunnels, SSL VPN, IPsec VPN, and
• security zones.
• Monitor firewall logs and network traffic for suspicious activities.
• Configure Intrusion Prevention Systems (IPS), web filtering, and application control.
• Perform firewall firmware upgrades and configuration backups.
• Troubleshoot firewall connectivity and security issues.
• Experience with Fortinet, Sophos, Cisco ASA, Palo Alto, SonicWall, or similar
• enterprise firewalls is preferred.

Backup & Disaster Recovery

• Design and implement backup strategies for servers, workstations, and Microsoft
• 365 data.
• Configure and monitor backup solutions such as Veeam, Acronis, Azure Backup, or
• equivalent.
• Perform regular backup verification and restoration testing.
• Maintain secure onsite and offsite backup storage.
• Develop and maintain Disaster Recovery (DR) and Business Continuity Plans (BCP).
• Conduct periodic disaster recovery drills and document results.
• Ensure Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) are
• met.

Virtualization & Cloud

• Administer VMware ESXi and/or Microsoft Hyper-V environments.
• Create, manage, and monitor virtual machines.
• Support Microsoft Azure cloud services.
• Manage cloud storage, backup, and identity synchronization.
• Monitor cloud resource utilization and optimize performance.

It Infrastructure Management

• Maintain servers, storage systems, UPS units, network racks, and server rooms.
• Monitor infrastructure health, performance, and capacity.
• Perform preventive maintenance on IT equipment.
• Manage IT assets, inventory, and software licenses.
• Coordinate procurement, warranty claims, and vendor support.
• Maintain documentation for hardware and software assets.

Email & Collaboration

• Manage Microsoft Exchange Online.
• Configure Outlook and troubleshoot email issues.
• Manage shared mailboxes, distribution groups, and Microsoft Teams.
• Support mobile device configuration for corporate email.

Monitoring & Reporting

• Monitor servers, network devices, backups, and endpoint health.
• Generate monthly reports on system performance, incidents, backups, and asset
• inventory.
• Recommend improvements to enhance security, performance, and reliability.

Documentation

• Maintain IT policies, procedures, and standard operating procedures (SOPs).
• Update network diagrams, system configurations, and asset records.
• Document infrastructure changes, incidents, and troubleshooting steps.

Vendor & Project Coordination

• Coordinate with hardware vendors, software providers, ISPs, and third-party support
• partners.
• Participate in IT infrastructure upgrades, migrations, and new technology
• implementations.
• Evaluate technical solutions and recommend improvements aligned with business
• requirements.