IT Support Engineer

What would you do:

• Function at the level 2 support
• Resolve and educate the users on IT related issues.
• Develop content for the Knowledge base
• Ensure IT infrastructure 24/7 availability
• Ensure tickets are resolved with the stated SLA

Main duties and responsibilities:

• Provide level 2 IT support for end-user hardware such as desktops, laptops, phones, printers and other peripherals
• Provide level 2 IT support for end-user software, including Windows, MacOS, Microsoft Office and other software applications
• Receive and resolve tickets escalated by level 1 engineers.
• Participate in deployment of projects involving LAN, WAN and Servers
• Provisioning of laptops, desktops and phone.
• Install and upgrade OS/Applications on computers, phones and other devices
• Assign and resolve Service Desk requests with defined SLA
• Maintain IT inventory and manage delivery from Procurement department
• Monitor and report failures in the WAN and LAN network and take corrective actions.
• Review security vulnerabilities on the cloud and on-prem infrastructure and take necessary actions.
• Maintain IT Infrastructure
• Maintain and service printers, scanners and other devices, including replacement of parts.
• Promptly escalate unresolved issues or the relevant specialist.
• Properly document tickets with root cause and solution proffered.
• Document user guide on commonly used application and contribute to company IT knowledge base.
• Provide technical recommendations and problem resolution.
• Evening and weekend work required periodically and occasional on call availability

Technical Requirements:

• A Bachelor’s Degree enhanced with technical training and certification or equivalent.
• At least one certification in Server Administration or Networking field.
• 2-4 years’ experience providing IT support in a high-demand environment.
• Knowledge of ITIL methods and practices.
• Hands-on knowledge of computer hardware and software.
• Must have above average skills in supporting and troubleshooting LAN's and WAN's and related protocols and technologies (i.e. TCP/IP, FTP, VoIP, web, etc.).
• Advanced knowledge on Windows OS, macOS and Linux OS.
• Comfortable working with wireless printers, layer 3 switches and servers.
• Above average understanding of cloud technologies – Azure, AWS or GCP
• Good knowledge of Azure Identity Management, User and Application provisioning, VNET and VM configuration
• Comfortable working with Microsoft Office suites.
• Hands-on configuration of Access Points, routers, and switches
• Experience in delivering high quality, customer focused services