IT Support Engineer

Key Responsibilities

• Tier 1 & 2 Support:

  Respond to, troubleshoot, and resolve hardware, software, and network issues via ticketing system, phone, and in-person requests.

• Endpoint Management:

  Install, configure, maintain, and upgrade operating systems (Windows, macOS), software applications, and peripherals for desktop computers, laptops, and mobile devices.

• User Account Management:

  Manage user identities, access permissions, and group policies in

  Active Directory

  and/or cloud identity platforms (e.g., Azure AD, Google Workspace).

• Network & Connectivity:

  Troubleshoot basic network issues, including Wi-Fi, VPN connectivity, and network printing.

• Advanced Troubleshooting:

  Serve as the escalation point for complex hardware and operating system issues related to corporate system images and domain policies.

• System Deployment & Imaging:

  Utilize enterprise tools (e.g.,

  SCCM/Microsoft Intune

  ) for the standardized deployment, configuration, and patching of desktop and laptop systems.

• Hardware Lifecycle Management:

  Manage the entire lifecycle of IT assets, including procurement, deployment, inventory management, and secure disposal.

• Security & Compliance:

  Ensure all endpoints are compliant with corporate security policies, including encryption, anti-virus, and mandated software updates.

• Vendor Coordination:

  Act as a liaison with hardware and software vendors for warranty claims, technical issues, and service requests.

• Hands-on Deployment:

  Execute physical setup, installation, and relocation of workstations, monitors, docking stations, and peripherals across corporate offices and labs.

• Inventory & Asset Control:

  Maintain 100% accuracy in the IT Asset Management (ITAM) database for all deployed, stored, and retired equipment. Conduct regular physical inventory audits.

• Firewall Rule Execution & Maintenance:

  Actively manage and update firewall rule sets (ACLs/Policies) across production network security devices (e.g., FortiGate, Cisco ASA). This includes creating, modifying, and deprecating rules for necessary business access (e.g., vendor access, new internal services) strictly adhering to the defined

  Change Management Process

  .

• Error Resolution and Diagnostics:

  Troubleshoot, diagnose, and resolve connectivity errors and network access issues reported by end-users or systems that are confirmed to be blocked or misdirected by firewall policies or NAT rules.

Skills and Qualifications

• 2+ years supporting end-users in a remote or hybrid work setting.
• Exceptional Communication and demonstrated ability to translate complex technical concepts into clear, actionable, and non-jargon advice for non-technical users in written, verbal, and live chat formats.
  
• Customer Empathy & De-escalation: Proven success in handling stressed or frustrated users, maintaining composure, and following through on complex or high-priority incidents to ensure customer satisfaction.
  
• Demonstrable experience with major cloud platforms (specifically M365/Azure or Google Workspace).
• Practical, hands-on experience working with and configuring firewall platforms (e.g..,

  Cisco ASA, Fortinet FortiGate, Palo Alto Networks, or Sophos/WatchGuard

  ).
• Proficiency with ticketing systems and defined ITIL principles (Incident, Request Fulfilment).
  
• Strong knowledge of networking concepts as they apply to VPNs and remote access.
  
• Strong experience with asset tagging, inventory tools, and lifecycle management documentation.