IT Support Engineer

IT Support Engineer will provide advanced technical support and troubleshooting for our IT infrastructure. This role requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to work independently and as part of a team.

Key Responsibilities

1. Support IT incidents and service requests, including software, hardware, network, and other IT-related issues.
2. Diagnose, troubleshoot, and resolve complex IT issues in a timely manner. Escalate unresolved issues to L3 support or other relevant teams as needed.
3. Perform regular maintenance, updates, and upgrades for IT systems and applications. Monitor system performance and ensure optimal operation.
4. Manage and support the Microsoft 365 (M365) environment, including user administration, security, compliance, and application support.
5. Utilize the Microsoft Azure portal for managing and supporting cloud resources, including virtual machines, storage, networking, and security configurations.
6. Maintain accurate and up-to-date documentation for IT processes, procedures, and configurations. Document and share knowledge of issues and solutions with the team.
7. Assist end-users with technical issues, providing training and guidance on the use of IT systems and applications.
8. Work closely with other IT teams to ensure seamless IT operations and support.
9. Participate in IT projects, including system upgrades, migrations, and deployments. Contribute to planning and execution to ensure successful project delivery.
10. Ensure IT systems and processes comply with company policies, industry standards, and security best practices. Identify and address potential security risks.

Profile:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Administrator Associate / D365 ERP) are a plus.
2. Minimum of 3-5 years of experience in IT support, with at least 2 years in an L2 support role.
3. Proficiency in Windows operating systems.
4. Experience with virtualization technologies (e.g., VMware, Hyper-V).
5. Knowledge of networking principles and technologies (e.g., TCP/IP, DNS, DHCP, VPN).
6. Familiarity with cloud platforms (e.g., Microsoft Azure, AWS).