Information Technology Support Engineer

About the Role
We are looking for a dedicated IT Support Engineer to join our team. In this role, you will be responsible for providing technical support to our clients, resolving hardware and software issues, and ensuring efficient operation of IT systems. You will play a critical role in maintaining customer satisfaction and optimizing the performance of our technology solutions.

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 network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• 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 the ticketing system within defined SLAs.
• Escalate complex technical issues to senior engineers or vendors when required.
• Support virtualization environments such as VMware and Hyper-V.
• Assist with backup, recovery, and disaster recovery procedures.
• Maintain accurate records of incidents, solutions, and asset inventory.
• Support cybersecurity initiatives by implementing 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.

Requirements

• Minimum 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 tech 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 attitude and ability to explain technical issues in a clear manner.
• Willingness to learn and keep up-to-date with the latest technologies.
• Proven experience as a System Administrator or similar role.
• Strong knowledge of Microsoft 365 administration and Azure Active Directory.
• Experience with Windows Server (2016/2019/2022), virtualization (Hyper-V or VMware), and networking fundamentals.
• Familiarity with PowerShell scripting for automation and administration.
• Understanding of security best practices and compliance frameworks.
• Excellent problem-solving and communication skills.