We are seeking a proactive and detail-oriented IT Support Engineer to provide Level 1 and Level 2 technical support across the organization. The ideal candidate will be responsible for maintaining IT systems, resolving technical issues, and ensuring smooth day-to-day operations of IT infrastructure. This role requires strong troubleshooting skills, a solid understanding of networking fundamentals, and the ability to work in a fast-paced environment.
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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 end-user devices.
- Administer user accounts, permissions, and access through Active Directory.
- Monitor IT infrastructure including networks, servers, and applications in real time.
- Respond to system alerts, troubleshoot issues, and escalate when necessary.
- Perform basic network troubleshooting (TCP/IP, DNS, DHCP, VPN, firewalls, switches).
- Ensure system uptime, performance, and availability of services.
- Maintain incident logs, reports, and technical documentation for audits and knowledge base.
- Support system patching, updates, and backup processes.
- Coordinate with internal teams and external vendors for issue resolution.
- Assist in employee onboarding/offboarding, including system setup and access provisioning.
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 & Qualifications:
- Strong troubleshooting and analytical skills.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Hands-on experience with Windows and/or Linux operating systems.
- Familiarity with ITIL processes (Incident, Problem, and Change Management).
- Excellent communication and documentation skills.
- Ability to work in a 24/7 shift-based environment (if required).
