It Support Engineer

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.