IT Support Engineer
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Key skills for this role
About the Role
VaporVM is looking for an IT Support Engineer to provide L1/L2 technical support for hardware, software, and network issues. The role involves managing tickets, administering Active Directory and Office 365, monitoring IT infrastructure, and supporting patching and backups.
Key Skills for This Role
Responsibilities
- Provide L1/L2 technical support for hardware, software, and network related issues.
- Manage and resolve tickets, calls, and service requests within defined SLAs.
- Install, configure, and maintain desktops, laptops, printers, and user devices.
- Administer user accounts, permissions, and access via Active Directory and Office 365.
- Monitor IT infrastructure, networks, servers, and applications in real time.
- Respond to alerts, troubleshoot issues, and escalate when required.
- Perform basic network troubleshooting (TCP/IP, DNS, DHCP, VPN, firewalls, switches).
- Ensure uptime, system performance, and availability of services.
- Maintain incident logs, reports, and documentation for audits and knowledge base.
- Support patching, updates and backups.
- Coordinate with internal teams and vendors for issue resolution.
- Assist with onboarding/offboarding and end user setup.
Requirements
- Strong troubleshooting and analytical abilities
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Experience with Windows and/or Linux systems
- Familiarity with ITIL processes (incident, problem, change management)
- Ability to work in a 24/7 shift based environment (if required)
- Strong communication and documentation skills
Full Job Posting
Key Responsibilities
- Provide L1/L2 technical support for hardware, software, and network related issues.
- Manage and resolve tickets, calls, and service requests within defined SLAs.
- Install, configure, and maintain desktops, laptops, printers, and user devices.
- Administer user accounts, permissions, and access via Active Directory.
- Administer user accounts, permissions, and access via Office 365.
- Monitor IT infrastructure, networks, servers, and applications in real time.
- Respond to alerts, troubleshoot issues, and escalate when required.
- Perform basic network troubleshooting (TCP/IP, DNS, DHCP, VPN, firewalls, switches).
- Ensure uptime, system performance, and availability of services.
- Maintain incident logs, reports, and documentation for audits and knowledge base.
- Support patching, updates and backups.
- Coordinate with internal teams and vendors for issue resolution.
Tools & Technologies
- Service Desk / ITSM Tools: ServiceNow, Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus
- Remote Support Tools: TeamViewer, AnyDesk
- Monitoring & NOC Tools: Nagios, Zabbix, PRTG Network Monitor, SolarWinds Network Performance Monitor
Required Skills
- Strong troubleshooting and analytical abilities
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Experience with Windows and/or Linux systems
- Familiarity with ITIL processes (incident, problem, change management)
- Ability to work in a 24/7 shift based environment (if required)
- Strong communication and documentation skills
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