Lead IT Support Engineer

Job Title:

Responsibilities:

• Install and configure Windows operating systems (Windows 10, 11).
• Install and manage Windows Server operating systems (Windows Server 2016 and above).
• Support and maintain Office 365 products such as Office, Teams, and SharePoint.
• Manage and use Helpdesk ticketing tools (e.g., GLPI or similar).
• Troubleshoot software and hardware issues on laptops and servers.
• Support and maintain endpoint protection software (e.g., Sophos, Symantec).
• Manage IT hardware AMC vendor relationships.
• Respond to IT queries and requests from internal clients promptly.
• Escalate complex technical issues to senior IT staff or external experts as needed.
• Document IT procedures and create user manuals for end-users.
• Keep track of IT inventory and assets to ensure proper management.
• Update and upgrade IT systems and software as required to ensure reliability and security.

Requirements:

• Proven experience as an IT Support Engineer or in a similar role (5+ years of relevant experience required).
• Strong working knowledge of Windows Active Directory and Azure Active Directory.
• Solid understanding of IT systems, networks, and security protocols.
• Familiarity with common IT tools and software systems.
• Excellent troubleshooting and problem-solving abilities.
• Strong communication and customer service skills.
• Ability to work independently as well as collaboratively within a team environment.
• Willingness to learn and adapt to new technologies and industry trends.
• Availability for 24x7 rotational shifts. Work modes include work from office and work-from-home night shifts.
• Bachelor's degree in IT, Computer Science, or a related field is required.