IT Support Engineer

This 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. The position requires hands-on involvement in resolving hardware, software, and connectivity issues, ensuring smooth day-to-day IT functions across the organization.

Key Responsibilities

- Provide Level 1 and Level 2 support for hardware, software, Windows, and infrastructure-related issues.
- Troubleshoot problems related to desktops, laptops, applications, drivers, Windows updates, and overall system performance.
- Manage Active Directory, including user and computer accounts, Group Policy, authentication, and domain-related concerns.
- Diagnose and resolve network connectivity issues involving LAN, WAN, Wi-Fi, DNS, DHCP, VPN, and Internet access.
- Oversee IT hardware management, including asset tracking, inventory control, repairs, and replacements.
- Support conference room technology such as displays, audio/video systems, and meeting equipment.
- Provide support for Microsoft Entra ID, Intune, Autopilot, Microsoft 365, and Exchange Online environments.
- Assist with endpoint security solutions, including Kaspersky, Wazuh, and related security monitoring activities.
- Manage VMware ESXi and virtual machine environments to ensure optimal performance.
- Perform device provisioning, configuration, deployment, and ongoing maintenance.
- Maintain accurate technical documentation, troubleshooting guides, and asset records.
- Handle escalated incidents and conduct basic root cause analysis to prevent recurrence.
- Provide technical guidance and mentorship to Junior IT Support Engineers and Helpdesk personnel.
- Collaborate 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 experience in IT infrastructure support and troubleshooting.
- Strong knowledge of Windows operating systems, Active Directory, networking protocols, and endpoint management.

Preferred Qualifications and Benefits

- Relevant industry certifications such as CCNA, Microsoft certifications, or Linux certifications are highly desirable.
- Experience with security tools and monitoring platforms is a plus.
- Proven ability to work effectively in a team environment and provide technical leadership.

This position offers the opportunity to work in a dynamic IT environment where collaboration and technical expertise are valued. The successful candidate will play a key role in maintaining the organization’s IT infrastructure and ensuring seamless technology operations.