It Support Engineer

Role & responsibilities

• End User Support & Helpdesk:

• Provide Level 1 and Level 2 technical support to end users and remote users.

• Diagnose and resolve hardware, software, printer, email, and network-related issues.

• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.

• Perform endpoint patching, upgrades,

• Manage user accounts, passwords, group policies, and access permissions.

• Maintain IT asset inventory and documentation.

• Record and track incidents, service requests, and resolutions through ticketing systems.

• Ensure compliance with IT policies and service-level agreements (SLAs).

• Windows Server Administration:

• Install, configure, and maintain Windows Server environments.

• Manage Active Directory, DNS, DHCP, Group Policy, and File Servers.

• Monitor server performance, availability, and system health.

• Perform server patching, upgrades, backups, and disaster recovery activities.

• Troubleshoot server and application-related issues.

• Network Administration (Firewall, Switches, Wi-Fi):

• Monitor and troubleshoot LAN, WAN, and wireless network infrastructure.

• Manage enterprise Wi-Fi access points, controllers, and connectivity issues.

• Office 365 Administration:

• Manage user accounts, licenses, and permissions in Microsoft 365.

• Configure Exchange Online, SharePoint, Teams, and OneDrive.

• Implement security measures like MFA and compliance policies.

• Security:

• Deploy and manage antivirus solutions across endpoints.

• Monitor and respond to SOC alerts, malware alerts and security incidents.

• Data Loss Prevention (DLP):

• Implement and maintain DLP policies to protect sensitive data.

• Monitor data movement and ensure compliance with regulations.

• Documentation & Compliance:

• Maintain accurate documentation of configurations and procedures.

• Ensure compliance with organizational and regulatory standards.

• Support:

• Coordinate with Network, Security team, site engineers, vendors, and support partners to resolve infrastructure issues, ensure compliance and implement improvements.

• Provide technical support and resolve server-related issues.

• Maintain documentation for configurations, procedures, and system changes.

Preferred candidate profile

• Minimum 5 years of experience in server administration in enterprise environments.

• Strong understanding in:

• End User Support & Helpdesk

• Windows Servers

• Firewall Monitoring & Management

• MPLS & WAN Network Monitoring

• Switch & Wi-Fi Administration

• Incident Management & Root Cause Analysis

• Team Communication & Stakeholder Management

• Vendor Management & Coordination

• IT Asset & Documentation Management

* Experience working with cross-functional teams and external vendors.

• Solid understanding of server security, patch management, and performance optimization.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Strong customer service orientation for handling end-user support.
• Proven work experience as an IT Support Engineer / Technical Support Engineer, or similar role.
• Excellent problem-solving and communication skills.
• Ability to work in a team environment.