It Support Engineer

Job Title: IT Support Engineer

Job Summary: We are looking for a skilled IT Support Engineer to provide comprehensive support for users and systems across the organization. This role involves managing user accounts, troubleshooting hardware and software issues, and ensuring efficient operations of IT systems. The ideal candidate will possess strong technical expertise and excellent communication skills to deliver high-quality support and maintain customer satisfaction. Key

Responsibilities:

• Provide technical support for laptops, desktops, and mobile devices, including Windows and Mac OS.

• Troubleshoot and resolve hardware, software, and network issues.

• Manage user provisioning and deprovisioning, including Active Directory, Office 365, Microsoft Teams, including email, Teams, and SharePoint and other tools.

• Handle laptop provisioning, including setup, configuration, and deployment.

• Provide Office 365 support,

• Administer licenses for Microsoft, GitHub, and other enterprise tools, ensuring compliance and cost-effectiveness.

• Setting up VPN especially FortiClient, OpenVPN any other similar tools.

• Maintain and manage service desk operations, ensuring timely response and resolution of tickets.

• Manage and prioritize incidents in a timely manner, ensuring minimal downtime and efficient resolution of help desk tickets.

• Diagnose and resolve issues reported by users, identifying root causes and providing effective solutions.

• Offer guidance and training to users on effectively using hardware, software, and IT systems, including creating documentation for self-service options.

• Monitor and maintain IT systems through software updates, security patches, and system backups to optimize performance and functionality.

• Good to have experience on Servers, Routing, Datacentre experience .

• Contribute to developing and maintaining a knowledge base by documenting common issues and solutions to streamline support processes.

• Work with Jira to create and manage users, set access rights, create projects, maintain workflows and Jira Confluence.

• Collaborate with vendors for procurement, cost negotiation, and hardware/software support.

• Collaborate with ISP providers for configuration and troubleshooting.

• Coordinate with field engineers for onsite support when required.

• Test and repair faulty equipment to maintain IT infrastructure reliability.

Desired Attributes:

• Strong communication and interpersonal skills.

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