Support Engineer 2

Key Responsibilities:

1. IT Support & Troubleshooting:

• Act as the

  escalation point for L1 support

  and resolve complex IT issues.
• Provide

  technical support for desktops, laptops, printers, and peripherals

  .
• Troubleshoot

  hardware faults, OS issues, and software-related problems

  .
• Assist users with

  Office 365 applications (Outlook, Word, Excel, Teams, OneDrive, SharePoint)

  .
• Handle

  user access issues

  , password resets, and account lockouts.

2. Network & Connectivity Support:

• Troubleshoot

  LAN/Wi-Fi connectivity issues, switches, and routers

  .
• Identify and resolve

  network performance issues

  affecting users.
• Assist in

  basic configuration and troubleshooting of network devices

  .

3. Hardware & Asset Management:

• Install, configure, and troubleshoot

  desktop/laptop hardware and peripherals

  .
• Perform

  basic hardware replacements

  (RAM, SSDs, power supplies, etc.).
• Maintain

  inventory of IT assets

  and assist in procurement.

hardware repairs and warranty claims

4. Business Application Support:

• Provide support for

  ERP systems, POS applications, and other enterprise tools

  .
• Assist in

  application installations, updates, and troubleshooting errors

  .
• Work with vendors for

  application-related support and issue resolution

  .

5. Backup & Security Support:

• Assist in

  data backup operations and file recovery processes

  .
• Support

  endpoint security, antivirus management, and updates

  .
• Follow IT security policies to ensure

  user compliance with best practices

  .

6. Learning & Collaboration:

• Willingness to learn new technologies and improve technical skills.

• Stay updated with

  IT trends, new tools, and troubleshooting techniques

  .
• Collaborate with team members to

  resolve issues efficiently and share knowledge

  .
• Work as a

  team player, ensuring smooth coordination with IT staff and end-users

  .

7. Documentation & Process Improvement:

• Maintain

  IT knowledge base

  with troubleshooting guides and FAQs.
• Document

  common issues and resolutions

  for improving IT response time.
• Provide user training on

  basic IT troubleshooting and best practices

  .

Required Skills & Qualifications:

• 2-4 years of experience

  in IT support, helpdesk, or system administration.
• Strong knowledge of

  Windows OS (Windows 10/11, Windows Server 2016/2019/2022)

  .
• Experience troubleshooting

  Office 365 applications and email configurations

  .
• Basic understanding of

  networking (LAN, Wi-Fi, routers, and switches)

  .
• Hands-on experience with

  hardware troubleshooting and replacements

  .
• Knowledge of

  ERP, POS, or other business applications

  is a plus.

• Ability to learn new technologies

  and adapt to changes in the IT environment.

• Strong teamwork skills

  , with a collaborative and problem-solving mindset.
• Good documentation and communication skills.