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.