IT Support Engineer

Responsibilities

• Provide first- and second-line remote technical support for desktops, laptops, printers, mobile devices, and network connectivity to Field Engineers and end-users.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues in coordination with Field Engineers to ensure minimal downtime and seamless operations.
• Guide on-site technicians through step-by-step troubleshooting, hardware replacement, installation, and configuration activities.
• Receive and analyze log files to identify root causes and develop appropriate action plans for resolution.
• Assist in the installation, configuration, and maintenance of operating systems, applications, drivers, and security updates.
• Manage user accounts, access permissions, and basic system security controls in accordance with organizational policies.
• Support IT infrastructure, including routers, switches, servers, and network connectivity, ensuring reliable performance and availability.
• Document incidents, troubleshooting steps, resolutions, and technical procedures to maintain an effective knowledge base.
• Provide technical feedback and escalate unresolved or complex issues to internal technical teams or vendors for further investigation.
• Support and mentor Field Engineers on troubleshooting techniques, tools, technical procedures, and best practices.
• Coordinate project-related technical tasks while ensuring alignment with agreed timelines, deliverables, and client requirements.
• Collaborate with on-site teams, technical teams, and clients to support successful execution of technical activities and projects.
• Maintain professional and positive client relationships by providing timely updates and clear technical communication.
• Prioritize and manage multiple open tickets, incidents, and technical tasks to ensure timely resolution and effective service delivery.

Mandatory Requirements

• Bachelor's degree in Computer Engineering, Information Technology, Networking, Telecommunications, or a relevant discipline from a recognized university or institute.
• 2–3 years of experience working in IT Support, Technical Support, Network Support, or a similar role.
• Strong understanding of networking, systems, hardware/software troubleshooting, and problem-solving methodologies.
• Good understanding of routers, switches, TCP/IP, LAN/WAN, and basic server infrastructure.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.

Preferred Requirements

• Certifications or professional training such as CCNA, MCP, MCSA, or equivalent are an advantage.
• Experience working with servers and virtualization technologies.
• Familiarity with ITSM or ticketing systems.
• Basic knowledge of Active Directory and enterprise network environments would be an advantage.

Work Location: In person