IT Support Engineer

Responsibilities:The major responsibilities for this role include, but are not limited to, the following:Becomes a key member and contributor of the Infrastructure and DevOps department and its members. Provide first-line technical support to employees via phone, email, or in person. You act as the point of contact for users experiencing technical difficulties, ranging from software and hardware crashes to network connectivity issues.

Your role is to diagnose problems and provide timely, effective solutions, often through direct interaction or remote access tools. Tackles and escalates risks, impediments, issues, and changes related to delivery. Manage user accounts and access controls within company systems.

IT Assets management. Vendor Assessment. Minimize Downtime: One of the core purposes of an IT Support Engineer is to ensure that the organization's IT systems (hardware, software, networks) remain operational and available.

You will work to minimize disruptions by resolving issues quickly, whether it's fixing a malfunctioning computer or troubleshooting network problems. Proactive Monitoring: By constantly monitoring system health and performance, you will help prevent failures before they occur, ensuring business continuity. Security Monitoring & Maintenance: Ensuring the security of the organization's IT infrastructure is another critical aspect of an IT Support Engineer's job.

You set up and manage firewalls, antivirus programs, and intrusion detection systems to prevent security breaches. Backup and Recovery: Manage data backups and disaster recovery plans, ensuring that in case of failure, critical business data can be recovered and that there is minimal loss. System & Network Administration: Manage essential IT infrastructure components, such as servers and networks.

You ensure that these systems are optimized and run smoothly to support day-to-day operations. Upgrades and Updates: Keeping systems up to date with patches, new versions of software, and hardware upgrades is also an important responsibility, ensuring that the organization stays current with technology and security standards. Troubleshooting & Problem Solving: Diagnose and resolve issues that may slow down work processes, helping employees get back to their tasks quickly.

This improves overall productivity and reduces operational bottlenecks. Support IT Projects: Play a role in assisting with IT-related projects, such as system migrations, software deployments, and infrastructure improvements. You may help install, configure, and troubleshoot new systems, ensuring that everything is up and running smoothly.

Innovation & Technology Integration: Contribute to integrating new technologies that can enhance the organization's IT capabilities, supporting innovation and growth. Escalation Point: If issues become complex, the IT Support Engineer escalates them to higher-level support teams or specialists, ensuring that problems are resolved swiftly. Documentation: Maintain detailed logs and records of issues, repairs, and changes to the system to ensure transparency and assist in audits.

Document IT support processes, solutions, and troubleshooting steps. Stay updated on industry best practices and trends, as well as changes to compliance requirements. Suggest and/or implement process improvements, such as but not limited to automation.

Complete any other tasks for which you qualify. Qualifications:Knowledge and Experience:The ideal candidate will demonstrate working knowledge and experience in Network (LAN, WLAN, WAN, VPN), Server administration (Linux, Windows), and Desktop management (macOS, Windows, Linux). You will be responsible for diagnosing, troubleshooting, and resolving IT-related issues while ensuring the smooth operation of our computer systems and networks.

This role involves providing technical support to end-users, maintaining hardware and software, and assisting in IT project implementations. Experience and understanding of as many of the following technologies is also an advantage:Operating Systems Expertise: Strong knowledge of common operating systems like Windows, macOS, and Linux is essential for troubleshooting and configuring systems. Networking Knowledge: Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, LAN, WLAN, WAN and S2S, and Client VPN is necessary for diagnosing network issues, setting up networks, and ensuring connectivity.

Knowledge and experience of routers, switches, firewalls, Wi-Fi networks, and physical cabling are important for managing and securing the network infrastructure. Hardware TroubleshootingSoftware Installation & ConfigurationActive Directory & User ManagementBackup & Disaster RecoverySecurity & Antivirus ToolsProductivity tools: Google Workspace, Microsoft Office. Project management and documentation tools:Agile/KanbanRedmineJiraCredentials:2-5 years of Infra or related experience.

Bachelor's degree in any IT/Computer-related course.