IT Support Engineer

About the Role

We are hiring an experienced IT Support Engineer to manage day-to-day IT operations. The candidate should be proactive, responsible, and able to deliver timely support to end-users.

Key Responsibilities

• Networking Support: Troubleshoot LAN/WAN issues and ensure network uptime. Manage network devices such as switches, routers, and access points. Monitor network performance and identify improvement areas.
• Technical Support & Troubleshooting: Provide end-user technical support; diagnose and resolve hardware, software, and connectivity issues; guide junior IT staff.
• Hardware Support: Install, configure, and troubleshoot desktops, laptops, printers, biometric devices, and other IT peripherals; diagnose and resolve hardware failures or performance issues; coordinate for repair or replacement of defective equipment.
• Microsoft 365 Management: Manage user accounts, licenses, and security settings in Microsoft 365. Provide support for Outlook, Teams, SharePoint, and OneDrive. Ensure data backups and compliance.
• System Administration: Install, configure, and maintain operating systems, virtualization platforms, antivirus, and server applications; manage Active Directory, DNS, and network configurations; assist in system upgrades, server migrations, and software deployments.
• Vendor Interaction & Procurement: Coordinate with vendors for hardware purchase, repairs, and AMC services. Evaluate vendor quotations and ensure timely delivery of IT goods and services. Maintain records of vendor interactions and purchase approvals.
• Firewall & Security Management: Monitor and manage firewall rules, logs, and security alerts. Assist in implementing security policies and ensuring safe network access. Respond to security incidents and escalate when needed.
• Documentation & Reporting: Maintain accurate documentation of IT assets, network diagrams, user guides, configurations, and procedures. Prepare monthly reports on hardware and network audits. Update issue logs, ticket resolutions, and maintenance records.
• Audits & Compliance: Conduct monthly hardware and networking audits. Ensure adherence to IT policies and suggest improvements. Track hardware inventory and update the asset management system.
• Training and Mentoring: Providing training and mentoring to junior IT staff, and keeping up-to-date with the latest trends and technologies in the IT industry.
• Security Management: Ensuring that IT systems and data are secure from cyber threats, including implementing security policies, monitoring access controls, and performing security audits.
• Communication: Communicating effectively with end-users, IT staff, and management to provide updates and resolve IT issues.
• Ticketing System Management: Track, update, and manage issues using ticketing tools, and escalate unresolved cases.

Requirements & Tech Stack

• Operating Systems: Hands-on experience with Ubuntu, Microsoft Windows OS, and Mac OS.
• Networking: LAN/WAN troubleshooting, switches/routers/APs management, network performance monitoring.
• Technical Support: End-user support for hardware, software, and connectivity issues.
• Hardware: Desktop/laptop/printer/biometric installation and troubleshooting.
• Microsoft 365: User & license management, Outlook, Teams, SharePoint, OneDrive support.
• System Administration: Windows/Linux, AD, DNS, virtualization, system upgrades & migrations.
• Firewall & Security: Firewall rule/log monitoring, incident response, security policy adherence.
• Vendor Management: Purchase coordination, AMC handling, quotation evaluation.
• Documentation: IT asset documentation, SOPs, network diagrams, and reporting.
• Audits & Compliance: Hardware/network audits, asset inventory tracking.
• Ticketing Tools: Experience with IT ticketing tools.

Qualifications

• Educational Background: Diploma/Degree in Information Technology, Computer Science, or equivalent IT qualification.
• Soft Skills: Self-motivated, service-minded, good interpersonal skills, excellent time management.
• Communication: Strong written and verbal communication skills.
• Teamwork: Strong team player with ability to collaborate with peers.
• Adaptability: Ability to adapt quickly in a dynamic technology environment.
• Work Flexibility: Willingness to work on non-working days when required for maintenance tasks.