IT Support Engineer

Urgent requirement for an IT Support Engineer | Night Ship Support for US Users.

Location:

Department:

Experience:

Role Overview:

IT Support Engineer

Key Responsibilities:

• Desktop & Laptop Support: Provide on-site and remote support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve OS, application, and hardware issues.
• Manage and Configure Azure Services: Administer and configure Azure services such as Virtual Machines (VMs), Azure Storage, Virtual Networks, Azure Active Directory, and Azure Backup.
• Manage and Configure Zscaler, Azure, O365 IP telephony (Windstream), Sophos Central, and Endpoint.
• Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
• Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
• Maintain a customer-centric approach in all interactions.
• Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
• Provide support via multiple channelsphone, chat, and email.
• Assist with software installations, driver issues, and system configurations both remotely and on-site.
• Take full ownership of user-reported issues from initiation to resolution.
• Documentation & Reporting: Maintain clear documentation of issues, resolutions, and processes. Create user manuals, FAQs, and support materials. Additionally, oversee the creation, review, and regular updating of knowledge base articles and documentation to ensure accuracy and relevance.
• Maintain regular communication with users regarding issue status and progress.
• AI Tools & Automation: Use and train others on AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Agent AI) for IT support, documentation, and workflow automation. Integrate AI into daily IT operations, and ensure ethical, secure, and transparent use of AI technologies.
• Continuous Learning & Innovation: Demonstrate a strong passion for continuous learning and professional development. Stay updated with the latest technologies, tools, and industry trends. Think creatively and improvise to solve problems and improve processes. Actively participate in knowledge sharing, team learning sessions, and innovation initiatives.
• Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
• Maintain LAN/WAN/Wi-Fi networks; configure routers, switches, and firewalls.
• Provide IT support & manage inventory.
• Ensure backups, security, and disaster recovery processes.
• Network support, including protocols, configurations, and device management
• Support and administer Windows Server, including Active Directory and Group Policies.
• Manage Sophos Firewall, Cisco, D-Link Switches, and VLANs
• Cloud antivirus configuration and policy management
• Email administration (Office 365): users, groups, policies, and quotas
• Google Workspace and Microsoft Forms management
• Coordination with HRM vendors and maintaining HRM tools
• Ticketing system management and configuration
• Coordinate with OEM teams for escalated issues.
• Azure SQL and NoSQL Database administration for Azure SQL MI, SQL Server, PostgreSQL single server, Flexible servers, and Cosmos DB.
• Implementation and deployment of the Microsoft 365 ecosystem, including Intune, SharePoint, Exchange, and Purview.

• Work in the US Shift (Night shift mandatory)

Skills Required:

• Strong Hardware, Software, Cloud Platform troubleshooting
• Networking knowledge (Windows/Linux, protocols, devices)
• Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.
• Positive attitude and collaborative mindset.
• Strong analytical and problem-solving skills with excellent multitasking abilities.
• Proficiency in office applications, including MS Excel and Word.
• Occasional after-hours support may be required to address critical incidents or system updates.

Preferred:

• Certifications: CCNA, AZ 102, Sophos.
• Experience with cloud platforms & ticketing tools, Ninja one, Keka, Etc.