IT NETWORK ADMIN

1. Position Overview

We are looking for an IT Support Engineer with 0–3 years of experience to provide day-to-day technical support to employees and assist with the maintenance of IT systems, devices, applications, and infrastructure. The ideal candidate should have a strong foundation in hardware, software, networking, Windows environments, Microsoft 365, user support, and basic IT security. The candidate should be willing to learn new technologies and work effectively with internal teams and external vendors.

2. Key Responsibilities

A. Technical Support & Troubleshooting – 35%

·       Provide first-level technical support for desktops, laptops, printers, mobile devices, and other IT equipment.

·       Diagnose and resolve basic hardware, software, and network-related issues.

·       Respond to user support requests through the IT ticketing system, email, chat, or onsite support.

·       Troubleshoot basic issues related to internet connectivity, Wi-Fi, LAN, VPN, printers, and peripherals.

·       Support video conferencing and collaboration tools.

·       Escalate complex technical issues to senior IT team members or vendors when required.

B. System & Device Management – 20%

·       Assist in configuring, imaging, deploying, and maintaining desktops and laptops.

·       Support onboarding and offboarding activities for employees.

·       Assist with user account creation, access permissions, password resets, and authentication.

·       Perform routine system updates, patching, and configuration changes under guidance.

·       Maintain IT systems in accordance with organizational policies and procedures.

C. Software & Application Support – 15%

·       Install, configure, and update approved software and applications.

·       Provide basic support for Microsoft 365 applications, email, Teams, and other collaboration tools.

·       Assist users with common application-related issues.

·       Monitor and report basic backup and recovery-related issues.

·       Escalate application or system issues that require specialized support.

D. Documentation & IT Asset Management – 10%

·       Maintain accurate records of IT hardware, software, and assigned assets.

·       Update asset allocation and equipment tracking records.

·       Document troubleshooting activities and resolutions in the ticketing/ITSM system.

·       Follow standard operating procedures and maintain basic technical documentation.

·       Assist in maintaining IT inventory and supporting periodic asset verification.

E. Security, Vendor & Compliance Support – 10%

·       Assist with antivirus and endpoint-security activities.

·       Support routine security updates and patch-management activities.

·       Follow IT security policies and organizational procedures.

·       Report suspected security incidents or unusual system activities to the IT/Security team.

·       Coordinate with vendors for hardware repairs, replacements, and technical support under the direction of senior IT staff.

·       Assist with IT audits and compliance activities.

F. IT Projects & Continuous Improvement – 10%

·       Assist with IT system upgrades, device rollouts, software deployments, and migrations.

·       Participate in implementation and testing of new IT tools and applications.

·       Support IT team initiatives to improve user experience and service quality.

·       Learn and adopt new technologies relevant to the organization's IT environment.

3. Technical Skills & Requirements

Essential

·       Basic knowledge of Windows operating systems.

·       Basic understanding of computer hardware and troubleshooting.

·       Basic knowledge of LAN, WAN, TCP/IP, DNS, DHCP, Wi-Fi, and networking concepts.

·       Familiarity with Microsoft 365 applications.

·       Basic understanding of Active Directory / user account management.

·       Familiarity with IT ticketing/helpdesk systems.

·       Basic knowledge of antivirus, endpoint security, and cybersecurity practices.

·       Basic understanding of backup, patching, and data-protection practices.

Good to Have

·       Exposure to remote-support tools.

·       Experience with device imaging and deployment.

·       Exposure to Microsoft Intune or other UEM/MDM platforms.

·       Basic knowledge of VPN troubleshooting.

·       Exposure to endpoint protection/EDR solutions.

·       Basic knowledge of IT asset-management systems.

·       IT certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent.

4. Experience

0–3 years of experience in IT support, desktop support, technical support, helpdesk, system administration, or a related role. Fresh graduates with relevant technical knowledge, internships, projects, or certifications may also be considered.

5. Educational Qualification

·       Bachelor's degree/Diploma in Computer Science, Information Technology, Computer Applications, Electronics, or a related discipline.

·       Relevant technical certifications will be an added advantage.

6. Soft Skills

·       Good verbal and written communication skills.

·       Strong customer-service orientation.

·       Good problem-solving and troubleshooting ability.

·       Ability to prioritize and manage multiple support requests.

·       Willingness to learn new technologies.

·       Ability to work independently and as part of a team.

·       Good documentation and follow-up skills.

·       Professional and positive approach toward end users.

7. Candidate Profile

The ideal candidate should be a hands-on, service-oriented IT professional who can independently handle common user-support issues while knowing when to escalate complex problems. The role is suitable for candidates beginning their IT career who want to develop experience across IT support, systems, networking, endpoint management, Microsoft 365, and IT security.