IT Support Engineer

The role involves providing comprehensive technical support and troubleshooting for IT infrastructure and endpoint devices. The candidate will manage systems and user environments while collaborating closely with Network, Systems, and Cybersecurity teams to maintain reliable and secure IT operations. This position requires hands-on experience in resolving hardware, software, and network issues, as well as supporting virtual environments and endpoint security solutions.

Key Responsibilities

Provide Level 1 and Level 2 support for hardware, software, Windows OS, and infrastructure-related issues. Troubleshoot problems related to desktops, laptops, applications, device drivers, Windows updates, and overall system performance. Manage Active Directory, including user accounts, computers, Group Policy, authentication, and domain-related concerns. Diagnose and resolve connectivity issues involving LAN, WAN, Wi-Fi, DNS, DHCP, VPN, and Internet services.

Oversee IT hardware management, including asset tracking, inventory control, repairs, and replacements. Support conference room technologies such as displays, audio/video systems, and meeting equipment to ensure smooth operation. Provide support for Microsoft Entra ID, Intune, Autopilot, Microsoft 365, and Exchange Online platforms.

Assist with endpoint security solutions including Kaspersky, Wazuh, and related security monitoring activities. Manage VMware ESXi environments and virtual machines, ensuring proper provisioning, configuration, deployment, and maintenance of devices. Maintain accurate technical documentation, troubleshooting guides, and asset records.

Handle escalated incidents by performing basic root cause analysis and resolving complex issues. Provide technical guidance and mentorship to Junior IT Support Engineers and Helpdesk personnel. Collaborate effectively with Network, Systems, Cybersecurity, and other IT teams to address and resolve multifaceted technical challenges.

Required Qualifications

Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field. A minimum of 3 to 5 years of experience in IT infrastructure support and troubleshooting. Proven ability to manage and support enterprise IT environments, including user and system administration.

Preferred Qualifications and Core Competencies

Relevant industry certifications such as CCNA, Microsoft certifications, or Linux credentials are highly desirable. Strong skills in troubleshooting and problem-solving, incident management, and root cause analysis. Expertise in endpoint and infrastructure support, network troubleshooting, security compliance, and technical documentation.

Excellent team collaboration abilities and experience providing technical guidance to junior staff. A proactive approach to maintaining IT security and compliance standards while supporting day-to-day operations.

This role offers the opportunity to work within a dynamic IT environment, supporting critical infrastructure and contributing to the overall security and efficiency of the organization’s technology landscape.