It Support Engineer

• Provide L1/L2 technical support to users through calls, email, chat, and ticketing systems.
• Troubleshoot Windows OS, applications, laptops, desktops, printers, and network connectivity issues.
• Install, configure, and maintain computer systems, software, and peripherals.
• Create, update, and resolve IT support tickets within defined SLA timelines.
• Handle user account creation, password resets, access permissions, and basic Active Directory tasks.
• Monitor and troubleshoot LAN, Wi-Fi, VPN, and basic networking issues.
• Escalate complex technical issues to the appropriate infrastructure or application teams.
• Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.
• Support software installations, updates, patches, and system configurations.
• Coordinate with vendors and internal IT teams for hardware/software issues.
• Follow IT security, backup, access-control, and company IT policies.
• Maintain IT asset and inventory records.

Required Skills

• Windows 10/11 troubleshooting
• Hardware & software troubleshooting
• Basic networking: TCP/IP, DNS, DHCP, LAN, VPN
• Active Directory fundamentals
• IT ticketing systems
• Remote desktop/support tools
• MS Office / Microsoft 365
• Basic ITIL and incident-management concepts
• Good communication and problem-solving skills