IT Support Engineer

Key Responsibilities

• Provide technical support for desktops, laptops, printers, mobile devices, and business applications.
• Respond to support requests through ticketing systems, email, phone, and in-person interactions.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues.
• Escalate complex issues to senior engineers or vendors when required.
• Maintain accurate records of incidents, service requests, and resolutions.

System Administration

• Install, configure, and maintain Windows operating systems and standard business applications.
• Manage user accounts, permissions, and access controls in Active Directory and Microsoft 365.
• Perform regular software updates, patch management, and system maintenance activities.
• Monitor system performance and proactively identify potential issues.

Network Support

• Assist in maintaining LAN, WAN, Wi-Fi, VPN, and internet connectivity.
• Troubleshoot network-related issues and coordinate with service providers when necessary.
• Support basic configuration and maintenance of switches, routers, and firewalls.

Hardware & Asset Management

• Install, configure, and deploy IT equipment for new employees.
• Perform hardware upgrades, repairs, and replacements.
• Maintain inventory records of IT assets and software licenses.
• Coordinate equipment procurement and warranty claims.

Cybersecurity Support

• Enforce IT security policies and procedures.
• Support endpoint protection, antivirus, MFA, and access management solutions.
• Assist with security awareness initiatives and user education.
• Report and respond to security incidents according to established procedures.

Documentation & Continuous Improvement

• Create and maintain technical documentation, user guides, and knowledge base articles.
• Develop standard operating procedures (SOPs) for common IT processes.
• Recommend improvements to enhance system reliability and user experience.