Information Technology Support Engineer

Role Overview

Technical Support

• 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.

Infrastructure and Incidents

• Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, and DHCP connectivity issues.
• 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 ticketing systems within defined SLAs.
• Escalate complex issues to senior engineers or vendors when required.

Systems and Documentation

• Support VMware and Hyper-V virtualization environments.
• Assist with backup, recovery, and disaster recovery procedures.
• Maintain accurate incident, solution, and asset inventory records.
• Support cybersecurity initiatives through 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.

Required Qualifications

• At least 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure Support roles.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as an IT Support Engineer or in a similar role.
• Excellent knowledge of computer systems, mobile devices, and technology products.
• Familiarity with remote desktop applications and help desk software.
• Strong problem-solving, communication, organizational, and time management skills.

Additional Technical Qualifications

• Experience as a System Administrator or in a similar role.
• Strong knowledge of Microsoft 365 administration and Azure Active Directory.
• Experience with Windows Server 2016, 2019, or 2022, virtualization, and networking fundamentals.
• Familiarity with PowerShell scripting for automation and administration.
• Understanding of security best practices and compliance frameworks.