It Support Engineer

Role & responsibilities

Provide first-level technical support to end-users, responding to inquiries and resolving hardware and software issues

• Install, configure, and maintain computer hardware, software, and peripherals

• Cloud server: Adding new accounts, removing old accounts, moving data and managing the data

• Troubleshoot and resolve IT-related problems, both remotely and on-site

• Perform system upgrades, installations, and configurations

• Monitor and maintain the health of computer systems, networks, and servers

• Document and maintain accurate records of IT support activities and resolutions

• Develop innovative network troubleshooting methods that reduce downtime and lower repair costs

• Work closely with departmental managers to determine the maintenance and growth needs of the network

• Develop and execute disaster planning and maintain data backups

• Determine the rationale and methods for upgrading company network software programs each time an update is released

• Track and maintain hardware and software inventory/asset management (alert team before the service/warranty due to expire)

• Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and other hardware

• Oversee Internet services management, including ILL, BB, ISP, and VOIP

• Antivirus and DLP Services: Manage antivirus solutions and Data Loss Prevention (DLP) services.

• Alert management and stakeholders on IT policy breach/violation

• Make sure Ticket SLAs are met and maintained to industry standards

• Contribute to creating SOPs and assist in Audits

Requirements:

• Proven experience as an IT Senior Support Specialist or similar role

• Minimum 5+ years of experience

• Strong working knowledge of computer systems, hardware, security, software, and networks

• Familiarity with various operating systems (Windows and macOS)

• Excellent troubleshooting and problem-solving skills

• Customer-focused with outstanding communication and interpersonal abilities

• Ability to work independently and collaboratively in a team environment