Technical Support Engineer

You are looking for a skilled and proactive Technical Support Engineer / Service Desk Analyst with a fair understanding of the ITIL framework and experience in providing end-to-end IT infrastructure support. Your responsibility will be to deliver desktop support, manage customer infrastructure, and contribute to system reliability and performance through effective troubleshooting and monitoring. Key Responsibilities: - Provide Level 1/Level 2 technical support for end-users, ensuring quick resolution of hardware, software, and network-related issues. - Support desktop/laptop configuration, software installation, and troubleshooting. - Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM. - Handle incident tickets using ticketing tools like ServiceNow or Remedy. - Assist in network troubleshooting using basic tools and commands (ping, tracert, netstat). - Perform basic IP addressing and network diagnostics; familiar with show commands on routers and switches. - Support infrastructure monitoring and event management. - Contribute to IT security operations including basic threat hunting and incident response. - Work with SIEM tools such as QRadar, LogRhythm, or Splunk. - Participate in storage and backup operations, including understanding RAID, SAN, and backup tools. - Perform basic server administration tasks, such as OS backup, file sharing, and system security. - Support database-related activities including basic SQL queries and relational database concepts. - Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting. Preferred Qualifications: - Fair understanding of the ITIL framework. - Strong communication and customer service skills. - Ability to work independently and prioritize tasks. - Relevant certifications (CompTIA, ITIL, CCNA, etc.) are a plus. About UST: UST is a global digital transformation solutions provider that has been working with the world's best companies for over 20 years to make a real impact through transformation. With over 30,000 employees in 30 countries, UST partners with clients from design to operation, embedding innovation and agility into their organizations.,