It Support Engineer

We are seeking a proactive and skilled IT Support Engineer to provide high-quality remote support and manage end-user tickets efficiently. This role requires excellent troubleshooting abilities, strong communication skills, and a focus on end-user satisfaction. Knowledge of cloud technologies will be a significant advantage. The candidate must have 3 to 5 years of experience and be willing to work the 2 PM to 11 PM shift.

Key Responsibilities:

1. **Remote Support:**

- Deliver remote assistance to end users, ensuring quick resolution of technical issues.

- Leverage remote tools to diagnose and resolve hardware, software, and connectivity problems.

2. **Ticket Management:**

- Address and resolve tickets related to end-user issues within SLA timelines.

- Accurately document, update, and close tickets in the ticketing system.

3. **Communication & Collaboration:**

- Communicate effectively with end users and stakeholders in a professional manner.

- Provide timely updates on ticket status and ensure a high level of user satisfaction.

4. **Device & Application Support:**

- Install, configure, and troubleshoot applications on desktops, laptops, and mobile devices.

- Manage hardware setup, replacements, and routine maintenance.

5. **System Administration:**

- Administer and manage user accounts in Active Directory and Office 365 environments.

- Handle user onboarding, offboarding, and basic access requests.

6. **Proactive Monitoring & Training:**

- Identify recurring issues and recommend solutions to minimize downtime.

- Educate users on best practices and basic troubleshooting techniques.

Technical Skills:

- Office 365 administration and user management.

- Active directory management 

- Experience with mobile device management (MDM).

- Hands-on experience with remote support tools.

- Proficient in desktop administration for Windows and macOS.

- Familiarity with ticketing systems such as Freshdesk or Service Desk.

- Experience in system patching.

- Basic Networking concepts on Switches and firewall

Good to have:

- Basic knowledge of cloud technologies and VMware.

- ITIL Foundation certification or equivalent.

- Linux, VOIP/SIP

Benefits

Elixr offers competitive salaries and benefits and an environment that encourages employees to achieve their career goals.

What we offer at Elixr?

At Elixr, you will enjo​y a robust rewards package which includes:

• Opportunity to work on various projects of various sizes.
  
• Competitive salary.
  
• Group Insurance.
  
• Learning and development programs, training, career opportunities.