IT Support Engineer

About The Role

What You'll Do

• User Support & Troubleshooting: Provide first and second-level technical support to employees for hardware, software, network, and system-related issues, both in-person and remotely.
• Hardware Management: Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and other IT equipment.
• Software Support: Assist users with common business applications (e.g., Microsoft 365/Google Workspace, communication tools, productivity software) and troubleshoot software-related problems.
• Network & Connectivity: Diagnose and resolve basic network connectivity issues (LAN, Wi-Fi, VPN) and assist with network device configuration.
• System Administration: Manage user accounts, permissions, and access rights in various systems (e.g., Active Directory, cloud-based identity providers).
• Documentation: Create and maintain comprehensive documentation for IT procedures, troubleshooting guides, and knowledge base articles to empower users and streamline support.
• IT Asset Management: Assist with tracking and managing IT assets, including inventory, procurement, and decommissioning.
• Security Awareness: Promote and enforce IT security best practices among employees, assisting with basic security configurations and incident reporting.
• Collaboration: Work closely with other IT team members, vendors, and departments to escalate complex issues and ensure timely resolution.
• Onboarding/Offboarding: Support the IT aspects of employee onboarding (setting up accounts, equipment) and offboarding (account deactivation, equipment retrieval).
  

What You'll Bring

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience: 3+ years of experience in an IT support, help desk, or desktop support role.
• Technical Skills:
• Strong proficiency in troubleshooting and supporting Windows and macOS operating systems.
• Experience with Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, SharePoint) or Google Workspace.
• Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and troubleshooting basic network connectivity.
• Experience with Active Directory or other identity management systems for user and group management.
• Knowledge of ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow) and ITIL principles.
• Basic understanding of cybersecurity principles and best practices.

• Soft Skills:
• Excellent communication skills (written and verbal), with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical abilities.
• Exceptional customer service orientation and a patient, empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and attention to detail.