ITC Tech Support Engineer

What this job involves:

About the role

• We are looking for a highly impactful & resourceful system administration Professional to join us as IT Deskside Support Engineer to support Technology Solutions Team and help manage its infrastructure effectively and efficiently
• The role is critical and would support infrastructure and managed based services needs in India and other regions and would involve in Desktop/Server Supports with knowledge in VMware, AWS, Azure Services and with reporting, information management, risk management, change management & effective knowledge management required from time-to-time
• The IT Deskside Support Engineer will be responsible for providing hands-on technical support for end-users, managing hardware and software issues, and ensuring that IT systems are functioning efficiently. The ideal candidate will have strong problem-solving skills, exceptional communication abilities, and a customer-oriented mindset.

Responsibilities

• Provide in-person, deskside, and remote support to end-users on hardware and software issues.
• Troubleshoot and resolve a wide range of technical issues, including desktop hardware, operating systems, network connectivity, and application issues.
• Install, configure, and maintain end-user devices (PCs, laptops, printers, etc.).
• Perform hardware upgrades, software installations, and patches.
• Respond to and resolve IT service requests in a timely and professional manner.
• Maintain an inventory of IT equipment and ensure proper documentation and tracking.
• Assist with on-site and remote setups of IT equipment for new employees and special projects.
• Collaborate with other IT teams to identify and resolve complex technical problems.
• Provide training and guidance to end-users on software, hardware, and IT policies.
• Ensure security protocols are followed for all IT systems.
• Assist in maintaining IT documentation and knowledge base.
• Responds to and resolves help desk tickets/requests
• Upgrades systems and processes as required for enhanced functionality and security issue resolution
• Administrates infrastructure, including firewalls, databases, malware protection software and other processes
• Reviews application logs
• Installs and tests computer-related equipment
• Coordinates with third parties and clients to ensure smooth running of the business
• Monitors and maintains all resources
• Researches new technologies to implement towards growth of the organization
• Determines and provides user access, privileges and security
• Orders and set up a new hardware as and when required
• Provides understanding of the behavior of software/hardware for accurate deployment
• Applies understanding of various tools for deployment and usage for the organization
• Working with Azure, AWS, and VMware based Services and Server Systems
• Supporting and updating the central asset repository from time-to-time
• Supporting AV Devices and Third-Party Applications supporting the same

Sounds like you? To apply you need to be:

Experience & Education

• Bachelors degree in Computer Science Background with 1-3 years of Experience in Desktop/Server System Management and Administration

Technical Skills & Competencies

• 1 - 3 years of experience in IT support, particularly in deskside or desktop support roles.
• Proficiency in troubleshooting desktop hardware, operating systems (Windows/macOS), and software applications.
• Familiarity with IT ticketing systems and remote support tools.
• Experience with Active Directory, Microsoft Office 365, and VPN solutions.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, etc.).
• Ability to work independently, as well as in a team environment.
• Excellent communication and customer service skills.
• Strong attention to detail and ability to prioritize and multitask in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar are a plus.
• Experience with mobile device management (MDM) solutions.
• Knowledge of virtualization technologies (VMware, Hyper-V).
• Familiarity with IT asset management and inventory control tools.
• Advanced knowledge of system vulnerabilities and security issues
• Ability to respond to help desk requests after hours on a limited basis
• Possess prior working experience with installing and maintaining Windows and Red Hat Linux based OS and network systems - Intermediate to Expert Level Skill Sets
• Experience providing overall support to a large user base is a required
• Be familiar with performance and network tuning
• Must possess the ability to read logs files and provide RCA.
• Certification with ITIL/Server/Network Support is desirable
• Must be able to install software such as Patches and upgrades
• Have high flexibility in working hours/days for maintenance activities
• Possess experience managing all system security levels in an organization
• Must have solid communication, analysis and troubleshooting skills for diagnosing problems
• Possess experience managing Enterprise Antivirus and data protection solutions
• Possess experience maintaining, managing and documenting industry standard policies/procedures
• Possess experience managing software licensing and SLAs with client and vendors