Senior Support Engineer (Help Desk)

Job purpose

The technical support engineer is responsible for providing technical assistance and support related to computer systems, hardware, software, networks, and IT infrastructure. The role ensures the smooth operation of IT services by diagnosing and resolving technical issues while delivering excellent customer support.

Requirements

• Minimum 3 years of experience in IT support, technical support, service desk, or infrastructure support roles.
• Provide first and second-level technical support for end users.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Support Microsoft Windows operating systems and business applications.
• Manage user accounts, permissions, email accounts, and access rights.
• Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• Monitor and maintain IT infrastructure, servers, and network devices.
• Install software updates, security patches, and operating system upgrades.
• Respond to service requests and incidents through the ticketing system within defined SLAs.
• Escalate complex technical issues to senior engineers or vendors when required.
• Support virtualization environments such as VMware and Hyper-V.
• Assist with backup, recovery, and disaster recovery procedures.
• Maintain accurate records of incidents, solutions, and asset inventory.
• Support cybersecurity initiatives by implementing security policies and best practices.
• Prepare technical documentation, user guides, and knowledge base articles.
• Coordinate with third-party vendors for hardware repairs and software support.
• Strong knowledge of Windows 10/11 and Windows Server environments.
• Experience with Active Directory and Microsoft 365 administration.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience supporting routers, switches, firewalls, and wireless networks.
• Knowledge of virtualization technologies such as VMware or Hyper-V.
• Familiarity with backup solutions and disaster recovery concepts.
• Experience using ITSM or ticketing systems.
• Basic understanding of cybersecurity principles and endpoint protection.