IT Support Engineer

Role Overview: We are seeking a dedicated and skilled System Support Engineer to join our dynamic IT team. In this role, you will be responsible for providing technical support, diagnosing and resolving customer issues, and ensuring smooth operations of our IT systems and infrastructure. You will work closely with users, internal teams, and vendors to maintain high service standards.

Key Responsibilities

• Diagnose, troubleshoot, and develop solutions to resolve escalated customer problems from L1 support.

• Write clear, concise, and professional step-by-step processes, ticket updates, and technical solutions for customers.

• Quickly learn new products and develop an in-depth understanding of how they work using documentation, source code, and knowledge bases.

• Investigate and resolve complex issues using technical expertise, product knowledge, and deep dives into logs, databases, and traces.

• Provide desktop support for hardware and software troubleshooting.

• Manage and administer domain replication, Active Directory, GPOs, and domain user accounts.

• Maintain the asset database by updating and tracking configuration details.

• Coordinate with vendors for hardware and software issues to ensure prompt resolution.

• Collaborate with central and regional teams for patch updates and system upgrades for servers and desktops.

• Effectively manage and resolve support tickets using the organization’s ticketing system.

Technical Skills • Proficient in Windows Server 2016 and above management and administration.

• Expertise in user account management in a domain environment.

• Experience with disk management, partitions, and data recovery

• Printer installation and troubleshooting skills.

• Hands-on knowledge of RDS, Remote Assistance, and user profile backup/restore (e.g., Outlook, OneDrive, DFS).

• Strong understanding of networking concepts, including: o Switches (Layer-2 & Layer-3) and router configuration. DNS settings, GPO knowledge, and DHCP. VLANs and IPSec VPN configuration.

• Experience with Microsoft Azure ,Office 365, and SharePoint 365.

• Knowledge on desktop support.

Candidate Requirements

• Experience: 1+ years in customer-facing technical support roles.

• Language Proficiency: Proficient in English with excellent written and verbal communication skills.

• Ability to explain complex technical solutions clearly to non-technical users.

• Strong problem-solving skills and a customer-focused mindset.

• Capability to handle multiple tasks and prioritize effectively in a fast-paced environment.

• Desire and ability to continuously learn new technologies and expand your technical skill set.

What We Offer

• A collaborative and supportive work environment.

• Opportunities for professional growth and continuous learning.

• Competitive compensation and benefits package.