Sr. Support Engineer (Network & Systems)

We are looking for a Senior Support Engineer with expertise in firewall management, endpoint security, wireless networks, and system administration. The ideal candidate will have a solid background in IT infrastructure, strong troubleshooting skills, and the ability to communicate clearly with end-users. This role involves providing technical assistance, resolving complex issues, and ensuring smooth operation of security and network systems in a fast-paced environment.

Key Responsibilities

Firewall & Network Security Support:
Monitor and manage firewall rules, policies, and configurations. Troubleshoot network connectivity and security issues, perform basic firewall administration such as user access and VPN setups, and escalate complex security incidents to specialized teams.

Endpoint Security & Device Management:
Support endpoint protection solutions including antivirus, EDR, and patch management. Troubleshoot operating system issues across Windows, macOS, and Linux platforms, manage user access and software installations, and help enforce security policies on endpoints.

Wireless Network Support:
Diagnose Wi-Fi connectivity problems related to authentication, signal strength, and interference. Assist in configuring and maintaining wireless access points, monitor wireless network performance, and report any anomalies.

System Administration Tasks:
Handle basic Active Directory tasks such as user account management and group policies. Assist with server maintenance on Windows and Linux platforms, including updates and backups. Provide support for cloud services like Microsoft 365, Google Workspace, and Azure AD, and troubleshoot file and print server issues.

General IT Support & Documentation:
Respond to IT support tickets through various channels including email and ticketing systems. Document troubleshooting steps and resolutions in the knowledge base, adhering to ITIL best practices for incident and request management.

Required Qualifications

Education:
Diploma or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience.

Experience:
5 to 7 years of experience in IT support roles focusing on firewall management, networking, endpoint security, or system administration.

Technical Skills:
- Basic knowledge of firewalls such as Fortinet, Palo Alto, and Cisco ASA.
- Familiarity with endpoint security tools including CrowdStrike, SentinelOne, and Microsoft Defender.
- Understanding of wireless technologies like WPA2, WPA3, and RADIUS.
- Experience with Windows Server, Active Directory, and Office 365.
- Basic scripting skills in PowerShell or Bash are advantageous.

Soft Skills:
Strong problem-solving and analytical abilities, excellent communication and customer service skills, and the capacity to work effectively in a fast-paced environment.

Preferred Qualifications and Benefits

Certifications (Not Mandatory):
- CompTIA Network+ or Security+
- Microsoft Certified: Modern Desktop Administrator
- Fortinet NSE 4 or Cisco CCNA (optional)

Work Conditions:
This position may require working rotational shifts, including weekends, to support a 24/7 operational environment. The role is remote, offering flexibility and the opportunity to work from various locations.

Why Join Us?
You will have the chance to grow your career in cybersecurity and system administration while gaining hands-on experience with enterprise IT infrastructure. Our collaborative and learning-focused environment supports professional development and encourages continuous improvement.