IT Support Engineer

Key Responsibilities & JD:

L1 Support (Helpdesk & End User Support)

• Act as the first point of contact for IT issues via ticketing system, phone, or email.
• Provide support for desktops, laptops, printers, peripherals, and standard applications.
• Handle user account creation, password resets, access changes, and onboarding/offboarding.
• Perform basic troubleshooting for OS, network, VPN, and antivirus issues.
• Log, track, and resolve tickets within defined SLA; escalate to L2 when required.

 L2 Support (Infrastructure & Security)

• Provide escalation support for complex infrastructure and network issues.
• Support Windows Servers, Active Directory, DNS, DHCP, and Group Policies.
• Assist with virtualization platforms, backups, patching, and system monitoring.
• Support firewalls, switches, VPNs, and basic network troubleshooting.
• Respond to security alerts, antivirus/EDR incidents, and assist in investigations.
• Coordinate with vendors and L3 teams for advanced problem resolution Operations & Compliance
• Monitor system health, backups, and security alerts.
• Maintain IT documentation, SOPs, asset records, and network diagrams.
• Support IT audits and compliance activities.
• Assist in IT projects, upgrades, migrations, and disaster recovery activities.

Skills:

• Strong troubleshooting and analytical skills
• Good understanding of IT infrastructure and basic security concepts
• Clear communication and documentation skills
• Ability to work under pressure and manage multiple tasks
• Customer focused mindset with attention to security and compliance

Preferred (Nice to Have)

• Microsoft / CCNA / Network / VMware / Security certifications
• Experience with ticketing and monitoring tools