Information Technology Support Engineer

About This Role

We are looking for an IT Support Engineer to provide technical assistance to our users. You will help install, upgrade, and troubleshoot hardware and software systems.

Responsibilities

• Follow IT service processes : Adhere to defined procedures for all IT-related activities.
• Escalation management : Make timely escalations for dependent services.
• Remote & shift support : Provide US remote support or work in night shifts.
• IT asset management : Maintain and manage IT assets effectively.
• IP Phones & VC setup : Assist users in setting up IP Phones and video conferencing equipment.
• Data Center support : Provide onsite support for break-fix internet links and services under IT manager’s guidance.
• Hardware troubleshooting : Diagnose and fix PCs, laptops, servers, and network devices (Fortigate firewall, switches, Meraki access points, VOIP).
• OS installation & configuration : Install and configure Windows 10, 11, and Server 2019.
• MS 365 support : Provide troubleshooting for MS 365 cloud exchange server.
• User support : Assist users with hardware and software issues.
• Vendor coordination : Follow up with external service providers for lease line and VOIP issues.

Requirements / Key Attributes

• Minimum 1 Year of experience IT infrastructure or desktop engineer
• Education : Bachelor’s Degree required.
• Technical expertise : In-depth knowledge to resolve software, hardware, and networking issues (Windows OS experience).
• Office 365 proficiency : Strong knowledge of Microsoft Office 365.
• Networking skills : Knowledge of networking concepts and VPN.
• Active Directory : Strong AD knowledge with ability to support remote applications.
• Experience : Proven work experience as Desktop Support Engineer, Technical Support Engineer, or similar role.
• Systems knowledge : Good understanding of Windows, networks, and firewall systems.
• Peripheral management : Working knowledge of printers, scanners, and office automation products.
• Security practices : Knowledge of network security and antivirus programs.
• Remote troubleshooting : Ability to perform troubleshooting and provide clear instructions remotely.
• Problem-solving : Excellent multitasking and analytical skills.
• Automation : Ability to automate daily tasks using PowerShell and Active Directory policies.
• Customer focus : Strong customer-oriented attitude.