Information Technology Support Engineer

Company Overview

Pinnacle Infotech values inclusive growth in an agile, diverse environment. With 30+ years of global experience, 3,400+ experts completed 15,000+ projects across 43+ countries for 5,000+ clients. Join us for rapid advancement, cutting-edge training, and impactful global projects. Embrace E.A.R.T.H. values, celebrate uniqueness, and drive swift career growth with Pinnaclites!

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Job Summary:

The IT Support Engineer is responsible for providing technical assistance and support related to computer systems, hardware, and software. They will diagnose and resolve technical issues, ensure optimal IT system performance, and support end-users in a timely and professional manner.

Key Responsibilities:

1. Technical Support & Troubleshooting:

• Provide first line and second-line support for hardware, software, and network issues.
• Diagnose and resolve technical problems related to desktops, laptops, servers, and peripherals. (

  Windows Server, Active Directory, DHCP, and DNS configurations)

• Troubleshoot and resolve network-related issues (LAN, WAN, Wi-Fi, VPN, Firewall).
• Assist employees with issues related to operating systems (Windows, macOS, Linux).
• Support end-users with application-related issues, including Microsoft Office 365, email, and other business software (

  BIM applications )

• Monitor

  server performance, system logs, and security alerts

  to proactively address IT issues.

2. System Administration & Maintenance:

• Install, configure, and maintain hardware, operating systems, and applications.
• Perform system updates, patches, and security configurations.
• Ensure data backup and recovery processes are properly implemented and maintained.
• Maintain IT inventory, including tracking hardware and software licenses.

3. Network & Security:

• Assist in maintaining network infrastructure, including routers, switches, firewalls, and access points.
• Monitor network security and performance, addressing potential vulnerabilities.
• Manage and configure VPNs, access control, and security policies.
• Assist in enforcing IT security best practices, including antivirus deployment and endpoint protection.

4. User Support & Training:

• Respond to IT support requests via phone, email, or ticketing system.
• Provide technical guidance and training to employees on IT best practices.
• Document troubleshooting steps and solutions in the IT knowledge base.

5. IT Infrastructure & Project Support:

• Assist in setting up new workstations, servers, and IT equipment.
• Support IT infrastructure projects such as upgrades, migrations, and system rollouts.
• Collaborate with vendors and external support teams for issue resolution.

Required Skills:

Technical Skills:

• Strong troubleshooting skills for hardware, software, and network issues.
• Added advantage if candidate can troubleshoot and resolve issues related to

  Revit API, Tandem, iTwin

  , and other BIM collaboration platforms.
• Knowledge of Windows Server, Active Directory, and Office 365 administration.
• Experience with networking concepts (IP addressing, DNS, DHCP, VLANs, etc.).
• Basic knowledge of cloud platforms (Azure, AWS, or Google Cloud) is a plus.
• Familiarity with IT ticketing systems like ServiceNow, JIRA, or Zendesk.

Soft Skills:

• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical thinking abilities.
• Ability to handle multiple tasks and prioritize work effectively.

Preferred Certifications (Optional but a Plus):

• Any network product certification
• ITIL Foundation Certification

Work Environment & Conditions:

• May require occasional travel to different office locations.
• On-call support may be required during critical system issues.

sunitas@pinnacleinfotech.com