IT Support Engineer

Solves and documents Level 1 and Level 2 IT needs of users and productive operations associated with a ticket

Supports the installation and maintenance of operating systems, software and applications within the right standards and processes

Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments

Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards

Manages IT assets (computer and communications equipment, servers, and licenses)

Manages and coordinates access to IT tools while ensuring compliance with security standards

Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability

Interacts with end users and supports on complex issues and tasks and troubleshooting, defining and documenting the working instructions and escalate requests to the right technical team

Provides training to end users and transfers knowledge to other IT members,

Proposes improvement ideas

Works in full autonomy and reports to IT Lead or IT Manager

Experience administering Active Directory, Group Policy, DNS and user account management;

Experience supporting the Microsoft 365 suite, including Outlook, Teams, OneDrive, and SharePoint;

Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management;

Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls;

Knowledge of VPN technologies and remote connectivity troubleshooting;