Associate Engineer - IT Support

Job Overview

We are looking for a proactive and customer-focused IT Support Engineer to provide comprehensive end-user support across Windows, Linux, and macOS environments. The ideal candidate will be responsible for managing end-user devices, troubleshooting hardware and software issues, supporting network connectivity, maintaining IT assets, and ensuring smooth day-to-day IT operations.

The role involves working closely with internal teams, remote infrastructure teams, and external vendors to deliver timely technical support while maintaining high service standards and SLA compliance. The candidate should possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional end-user experience.

End user device management:

• Address hardware, operating system & software issues of computer systems.
• Office applications, basic business tools, authentication via active directory
• Network configuration management (LAN, Internet and Client VPN)
• Client-side security configurations (Firewall, Antivirus, DLP, VPN)
• Peripherals (printers, scanners) configurations support
• Scheduled proactive activities and patching support
• Client-side backup configurations support
• O/S support Windows (Especially Windows 10 & 11)
• O/S support Linux and MAC OS
• Basic Knowledge about Servers and server operating system.
• Different OEM/Vendor coordination for configuration, management, and maintenance
• Application infrastructure- client-side support (Email, Office)
• Maintain a definitive library for OS, Applications, product guides, device firmware etc.
• Maintain and update configuration documents
• Maintain assets inventory
• Maintain SLAs and do timely escalations.
• Report all incident/service/change requests in helpdesk tool.
• Provide after hour support in case of emergencies and occasional weekend maintenance.

Optional

• Basic understanding about VMware virtualization
• Basic knowledge about firewalls Co-ordination with Remote Team and provide onsite support for: • Network and security devices
• Firewall, IPsec & SSL VPN management
• Switching & wireless infrastructure.
• Server and virtualization support.

Skills:

• Excellent troubleshooting skills
• Proven experience as a computer technician or similar role
• Exceptional organizing and time-management skills
• Very good communication abilities
• Windows 10 & 11 operating system management skills
• Linux OS management skill
• MAC OS management skill
• LAN – Wired & Wireless network management.
• Reporting