Information Technology Support Engineer

Role 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 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.
• Handle service requests and incidents through the ticketing system within defined SLAs.
• Escalate complex issues to senior engineers or vendors when required.
• Support VMware and Hyper-V virtualization environments.
• Assist with backup, recovery, disaster recovery, and cybersecurity initiatives.
• Maintain records, prepare technical documentation, and coordinate with third-party vendors.

Requirements

• 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 similar role.
• Excellent knowledge of computer systems, mobile devices, and other technology 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 approach and ability to explain technical issues clearly.
• Willingness to learn and stay current with technology.
• System administration experience, including Microsoft 365, Azure Active Directory, Windows Server, virtualization, networking, PowerShell, security, and compliance.

Technical Skills

• Microsoft 365 administration and Azure Active Directory.
• Windows Server 2016, 2019, or 2022.
• Hyper-V or VMware virtualization.
• Networking fundamentals and PowerShell scripting.
• Security best practices and compliance frameworks.