IT Support Engineer

We are seeking a skilled IT Support Specialist to provide first- and second-line remote technical assistance to Field Engineers and end-users. This role involves diagnosing and resolving hardware, software, and network issues to ensure smooth and uninterrupted operations. The ideal candidate will work closely with on-site technicians, guiding them through troubleshooting and technical procedures while maintaining clear communication with clients and internal teams.

Key Responsibilities

- Deliver first- and second-line remote support for desktops, laptops, printers, mobile devices, and network connectivity.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related problems in collaboration with Field Engineers to minimize downtime.
- Guide on-site technicians through step-by-step troubleshooting, hardware replacement, installation, and configuration tasks.
- Analyze log files to identify root causes and develop effective resolution plans.
- Assist with the installation, configuration, and maintenance of operating systems, applications, drivers, and security updates.
- Manage user accounts, access permissions, and basic system security controls in line with organizational policies.
- Support IT infrastructure components such as routers, switches, servers, and network connectivity to ensure reliable performance.
- Document incidents, troubleshooting steps, resolutions, and technical procedures to maintain an up-to-date knowledge base.
- Provide technical feedback and escalate unresolved or complex issues to internal technical teams or vendors.
- Mentor and support Field Engineers on troubleshooting methods, tools, and best practices.
- Coordinate technical tasks related to projects, ensuring alignment with timelines, deliverables, and client requirements.
- Collaborate with on-site teams, technical staff, and clients to facilitate successful execution of technical activities.
- Maintain professional client relationships by providing timely updates and clear technical communication.
- Prioritize and manage multiple open tickets, incidents, and technical tasks to ensure prompt resolution and effective service delivery.

Required Qualifications

- Bachelor’s degree in Computer Engineering, Information Technology, Networking, Telecommunications, or a related field from a recognized institution.
- 2 to 3 years of experience in IT Support, Technical Support, Network Support, or a similar role.
- Strong understanding of networking concepts, systems, hardware/software troubleshooting, and problem-solving techniques.
- Good knowledge of routers, switches, TCP/IP, LAN/WAN, and basic server infrastructure.
- Excellent analytical and troubleshooting skills.
- Strong verbal and written communication abilities.

Preferred Qualifications

- Certifications such as CCNA, MCP, MCSA, or equivalent are advantageous.
- Experience working with servers and virtualization technologies.
- Familiarity with IT Service Management (ITSM) or ticketing systems.
- Basic knowledge of Active Directory and enterprise network environments is a plus.

This position requires on-site presence to effectively support technical operations and collaborate with field teams. If you are a proactive problem solver with a passion for IT support and infrastructure, this role offers an excellent opportunity to contribute to a dynamic technical environment.