IT Support Engineer

This role focuses on delivering comprehensive technical support and troubleshooting for IT infrastructure and endpoint devices. The position involves managing systems and user environments while collaborating closely with Network, System, and Cybersecurity teams to maintain reliable and secure IT operations. The ideal candidate will handle a variety of hardware and software issues, support virtual environments, and ensure smooth IT service delivery across the organization.

Key Responsibilities

- Provide Level 1 and Level 2 support for hardware, software, Windows OS, and IT infrastructure 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 processes, and domain-related issues.
- Diagnose and resolve connectivity problems 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 other meeting equipment.
- Administer Microsoft Entra ID, Intune, Autopilot, Microsoft 365, and Exchange Online services.
- Provide endpoint security support using tools like Kaspersky and Wazuh, and participate in security monitoring activities.
- Manage VMware ESXi hosts and virtual machine environments.
- Perform device provisioning, configuration, deployment, and ongoing maintenance tasks.
- Maintain accurate technical documentation, troubleshooting guides, and asset records.
- Address escalated incidents and conduct basic root cause analysis to prevent recurrence.
- Offer technical guidance and mentorship to Junior IT Support Engineers and Helpdesk personnel.
- Collaborate effectively with Network, Systems, Cybersecurity, and other IT teams to resolve complex technical issues.

Required Qualifications

- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline.
- Three to five years of hands-on experience in IT infrastructure support and troubleshooting.
- Strong knowledge of Windows operating systems, Active Directory, networking protocols, and endpoint management.
- Proven ability to manage IT assets and support virtualized environments.

Preferred Qualifications and Certifications

- Relevant industry certifications such as CCNA, Microsoft certifications, or Linux certifications are highly desirable.
- Experience with endpoint security tools and security monitoring platforms.
- Familiarity with Microsoft cloud services including Microsoft 365, Exchange Online, and Intune.

This position demands strong troubleshooting skills, effective incident management, and the ability to perform root cause analysis. Candidates should demonstrate expertise in endpoint and infrastructure support, network troubleshooting, and security compliance. Excellent documentation skills and the ability to collaborate and provide technical guidance within a team environment are essential for success in this role.