Job
Description
Job Overview We are seeking an experienced and proactive IT Support Engineer to join our team. The ideal candidate will provide expert-level technical support, manage system administration tasks, and contribute to IT projects and process improvements. You will play a key role in ensuring seamless IT operations, delivering outstanding support to end-users, and upholding security and compliance standards. Key Responsibilities Advanced Technical Support & Troubleshooting Deliver expert-level, timely, and efficient technical support to end-users and internal stakeholders via in-person, phone, email, and remote tools. Diagnose and resolve complex hardware (desktops, laptops, printers, mobile devices, servers), software, operating systems (Windows, macOS, Linux), and network connectivity issues. Perform root cause analysis for recurring incidents and implement preventative solutions. System Administration & Maintenance Administer and maintain user accounts, permissions, and groups in Active Directory, Azure AD, GSuite, or similar identity management systems. Manage and configure business applications (e.g., Microsoft 365, Google Workspace, Zoom). Assist with setup, configuration, and basic troubleshooting of network devices (routers, switches, Wi-Fi access points). Participate in deployment, configuration, and ongoing maintenance of corporate hardware and software assets. Manage AV setup and support. Process Improvement & Documentation Identify and implement opportunities to streamline IT support processes and enhance user experience. Develop and maintain technical documentation, knowledge base articles, and user guides. Contribute to IT policies, standards, and best practices. Utilize IT Service Management (ITSM) tools (e.g., Jira Service Desk) for efficient ticket management and reporting. Project Involvement & Collaboration Lead or contribute to IT projects such as system upgrades, software rollouts, hardware refreshes, and office moves. Collaborate with other IT teams (Network, Systems, Security) to resolve cross-functional issues. Train and onboard new employees on IT systems and best practices. Security & Compliance Enforce IT security policies and procedures, including antivirus, patch management, and data protection. Educate users on security best practices and phishing awareness. Assist in maintaining IT asset inventory and lifecycle management. Qualifications Bachelors degree in Computer Science, Information Technology, or related field (or equivalent practical experience). Minimum 5 years of progressive experience in IT Support, Desktop Support, Help Desk Tier 2/3, or similar roles. Demonstrated expertise in: Microsoft Windows (10/11) and macOS. Microsoft Office 365 suite (Outlook, Word, Excel, SharePoint, Teams) and Google Workspace. Active Directory and/or Azure Active Directory management. Network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi). Hardware diagnostics and repair. Remote support tools and techniques. Experience with ITSM platforms and ticketing systems (e.g., Jira Service Desk, ServiceNow). Scripting experience (PowerShell, Python) for automation is highly desirable. Relevant certifications (CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.) are a significant advantage. Skills & Attributes Exceptional problem-solving and analytical skills; methodical approach to technical challenges. Excellent verbal and written communication; ability to explain technical concepts to non-technical users. Strong customer service orientation; patient, empathetic, and professional demeanor. Ability to work independently, prioritize tasks, and manage multiple requests in a fast-paced environment. Strong desire for continuous learning and staying updated with new technologies.
