IT Support Engineer

Summary/Objective

Key Responsibilities

• Provide L1/L2 support for laptops, desktops, printers, networks, and Wi-Fi at office and project sites.
• Install, configure, and troubleshoot OS, VPN, MS Office/Google Workspace, antivirus, and business applications.
• Support core real-estate applications: Telephony system and e-signature tools.
• Troubleshoot networking issues (LAN/WAN, switches, routers, access points, firewalls) and ensure stable connectivity across locations.
• Assist in managing and monitoring on-prem and/or cloud servers (user access, basic health checks, backups, patches) with the infra team.
• Handle IT ticketing: log, prioritise, and resolve incidents within SLA; document root cause and resolutions.
• Coordinate with ISPs and IT vendors for internet, hardware, and server issues; track AMCs, invoices, and follow up for timely vendor payments.
• Maintain IT asset inventory (laptops, mobiles, dongles, licenses, networking devices) for all offices and project sites.
• Manage official mobile numbers and data SIMs: activation/deactivation, plan management, and mapping to employees/projects.
• Create/disable user accounts and manage access/roles for business applications in line with IT security policies.
• Support meeting rooms and sales galleries: display systems, video conferencing, demo setups, and basic AV troubleshooting.
• Adhere to and promote IT security and data protection practices across the organization.
  

Requirements

Qualifications & Skills:

• 1–3 years of IT support experience, preferably in real estate, multi-site, or retail environments.
• Good knowledge of Windows OS, basic Linux (optional), networking fundamentals, and standard office tools.
• Basic understanding of Windows Server, Active Directory, group policies, and file permissions.
• Familiarity with cloud platforms (Microsoft 365, Google Workspace, basic Azure/AWS concepts).
• Experience with IT ticketing tools (e.g., Jira, Freshservice, Zoho Desk, ServiceNow).
• Understanding of backup tools, antivirus/EDR solutions, and endpoint management.
• Ability to create simple SOPs, how-to guides, and user training material.
• Strong customer service orientation and ability to support non-technical users patiently.
• Strong problem-solving, communication, and time-management skills to handle multiple support requests.