IT Support Engineer

We are looking for a versatile and hands-on IT Support Specialist to join our team. In this role, you will be the primary point of contact for all employee IT needs, providing comprehensive support for our hardware, software, and network infrastructure.

The ideal candidate has a strong technical foundation in both hardware troubleshooting and software support, with a customer-centric approach to problem-solving. You will be responsible for maintaining our systems, resolving support tickets, and ensuring our technology runs smoothly to support our business goals.

Key Responsibilities

1. Hardware Management & Support

• Install, configure, and maintain company desktops, laptops, printers, scanners, and other peripherals.

• Diagnose, troubleshoot, and resolve hardware issues in a timely manner (e.g., component replacement, repairs).
• Manage the IT hardware lifecycle, including procurement, inventory tracking, and secure disposal of old equipment.

• Set up and support mobile devices (smartphones, tablets) and ensure they are compliant with company security policies.

2. Software & Application Support

• Install, configure, and update operating systems (Windows, macOS, etc.) and all standard office software (e.g., MS Office 365, etc.).

• Provide support for business-specific applications (e.g., ERP, CRM, accounting software, HR Software, etc.), acting as the first line of defense before escalating to the vendor.
• Manage software licensing, ensuring compliance and optimal use.

• Troubleshoot and resolve software conflicts, performance issues, and user errors.

3. User & Helpdesk Support

• Act as the primary point of contact for all IT support requests via helpdesk tickets, email, phone, or in person.

• Log all issues and resolutions in the IT helpdesk system.
• Prioritize and manage multiple open tickets simultaneously.

• Provide friendly and effective technical assistance and training to end-users.

4. Network & Systems Administration

• Assist in managing user accounts and permissions in Active Directory (e.g., creating new users, password resets).

• Provide basic network support, including troubleshooting connectivity issues (Wi-Fi, LAN, VPN).
• Monitor system performance and uptime, performing routine maintenance.

• Ensure data backup procedures are running correctly and assist with data recovery operations.

Qualifications & Skills

Must-Haves:

• Experience: 2-5 years of hands-on experience in an IT support role.

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Hardware Skills: Strong diagnostic and troubleshooting skills for PCs, laptops, and printers.
• Software Skills: High proficiency in Windows 10/11, Microsoft Office 365, and common antivirus/security software.
• Admin Skills: Experience with Active Directory and managing email accounts (e.g., Exchange, Google Workspace).
• Networking Skills: Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Soft Skills:
  • Excellent communication and customer service skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and manage time effectively.

  • Patient and approachable demeanor.

Nice-to-Haves:

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365 Certified).

• Experience supporting macOS environments.
• Familiarity with cloud platforms (Azure, AWS).
• Experience with virtualization technologies (VMware, Hyper-V).

• Basic understanding of IT security principles.