Network (Support) Engineer

• Key Responsibilities

1. Hardware & Endpoint Support

• Diagnose and resolve desktop, laptop, printer, scanner, UPS, and peripheral issues

• Troubleshoot dead systems, slow laptops, boot failures, hardware failures, RAM, HDD/SSD, battery, adapter, and motherboard-related issues.

• Perform data backup, disk replacement, OS installation, driver installation, and post-repair verification.

• Coordinate with vendors for warranty, spare replacement, and hardware escalation.

2. Operating System Support

• Troubleshoot Windows 10/11 boot issues, blue screen errors, system slowness, profile issues, and update failures.

• Perform OS repair using recovery tools, SFC, DISM, Startup Repair, Safe Mode, and system restore.

• Support basic macOS troubleshooting including startup issues, recovery mode, disk checks, and reinstall guidance.

• Maintain endpoint health through patching, cleanup, antivirus checks, and driver updates.

3. Microsoft 365 & Productivity Support

• Support Outlook configuration, profile issues, mail flow problems, and connectivity issues.

• Troubleshoot Microsoft 365 user access, licensing, OneDrive sync, Teams, and basic SharePoint issues.

• Recover deleted files using OneDrive recycle bin, version history, and admin-level recovery options where applicable.

• Assist users with MS Office application issues and productivity software support.

4. Networking Support

• Troubleshoot LAN, Wi-Fi, internet connectivity, DHCP, DNS, gateway, VPN, and IP-related issues.

• Support routers, switches, access points, firewalls, VPN configuration, and structured cabling coordination.

• Diagnose Wi-Fi drops, signal issues, channel congestion, DHCP scope exhaustion, and AP placement problems.

• Configure static IPs for printers, servers, NAS, CCTV, access points, and other network devices.

5. Server, AD & Security Support

• Perform basic Windows Server and Active Directory support.

• Handle user creation, password reset, account unlock, group membership, and domain-join activities.

• Support shared folders, permissions, network drives, backup checks, and basic server health monitoring.

• Coordinate with L3/vendor teams for advanced server, firewall, cloud, security, and infrastructure issues.

6. Remote Support & Tools

• Provide remote support using tools such as AnyDesk, TeamViewer, RDP, Microsoft Remote Assistance, or approved RMM tools.

• Follow secure remote support practices, including user consent, access control, and session closure.

• Identify whether an issue is endpoint-specific, network-related, server-side, or ISP/vendor-related.

7. AMC, Ticketing & SLA Management

• Attend scheduled AMC visits at client offices as per monthly, fortnightly, weekly, or resident engineer support model.

• Log, update, and close support tickets with complete details.

• Capture user details, asset information, issue description, priority, SLA deadline, diagnosis, root cause, resolution, time spent, and user confirmation.

• Prioritize tickets based on business impact, urgency, number of affected users, and SLA commitment.

• Prepare visit reports, preventive maintenance reports, and MIS inputs as required. 8. Client Communication

• Communicate clearly and professionally with users, client SPOCs, and internal teams.

• Handle frustrated users calmly, take ownership, and avoid blame-shifting.

• Explain technical issues in simple business-friendly language.

• Escalate unresolved or out-of-scope issues to L3, vendor, or management with proper documentation.

Required Skills

• Strong knowledge of Windows 10/11 troubleshooting.

• Good understanding of laptop/desktop hardware troubleshooting.

• Basic knowledge of macOS support.

• Microsoft 365, Outlook, OneDrive, Teams, and Office support.

• Networking fundamentals: IP addressing, DHCP, DNS, gateway, ping, nslookup, VPN, Wi-Fi, routers, switches, and access points.

• Basic Active Directory support.

• Printer, scanner, NAS, UPS, and peripheral troubleshooting.

• Ticketing tool usage such as Freshdesk, Zoho Desk, Jira Service Management, or similar.

• Remote support tools such as AnyDesk, TeamViewer, RDP, or RMM tools.

• Good written and verbal communication.

• Ability to work independently at client locations.