Junior IT Support Engineer

SUMMARY:
We are seeking a proactive and technically skilled IT Support Engineer to join our IT team. The ideal candidate will be responsible for providing first and second-line technical support to internal users, ensuring the smooth operation of IT systems, and maintaining a secure and reliable IT infrastructure. This role requires a hands-on problem solver with strong communication skills, a customer-centric approach, and the ability to manage multiple support requests efficiently.

POSITION INFO:
JOB DESCRIPTION INFORMATION:

Job Title: IT Support Engineer
Employment Type: Permanent
Work Model: Onsite


JOB CONTEXT:
The IT Support Engineer is responsible for providing comprehensive support for enterprise applications, network systems, and desktop environments. The role includes installation, maintenance, troubleshooting, and user support to ensure the smooth operation of IT services within the organization. This position requires strong technical expertise, problem-solving abilities, and excellent communication skills to provide efficient IT support across multiple platforms.



Duties and Responsibilities:
System/Application/Network Support:

• Install, upgrade, support, and troubleshoot enterprise applications hosted on Windows Server.
• Manage and support multi-layered client-server environments and ensure seamless connectivity between desktops and diverse systems, including validation systems, file servers, email servers, and application servers.
• Diagnose and resolve Windows application and networking issues to minimize downtime.
• Troubleshoot network connectivity issues in LAN/WAN environments.
• Coordinate with vendors for support and maintenance of IT systems.
• Escalate unresolved issues to the IT Specialist support team when necessary.
• Manage virtual environments, including VMware and Hyper-V, by creating and maintaining virtual machines.

• Install, upgrade, support, and troubleshoot Windows OS, Microsoft Office, and authorized desktop applications.
• Provide hardware support, including installation and troubleshooting of printers, computers, and peripheral devices.
• Perform general preventive maintenance and remedial repairs on IT equipment.
• Install and troubleshoot EM and RFID library security solutions.
• Customize desktop hardware to meet user specifications and company standards.
• Ensure compliance with warranty requirements and return defective equipment as needed.
• Monitor, operate, and restore service to terminal service clients and personal computers with authorized network access.
• Escalate complex issues to IT Specialists when necessary.

• Address hardware and software support queries escalated from the support desk.
• Perform user data and application recovery.
• Administer email accounts, including account creation and distribution list management in Gmail Business.
• Manage Active Directory user accounts, including creation, management, and password resets.
• Utilize diagnostic tools to troubleshoot network connectivity and workstation issues.
• Deploy operating systems using appropriate tools and methodologies.
• Perform weekly backups of file servers.
• Provide backup support to the IT Specialist as needed.
• Maintain accurate hardware and software inventory records.
• Train end-users on basic software, hardware, and peripheral device operations.
• Take full ownership of assigned queries, issues, and problems, ensuring timely resolution.
• Work with vendors and internal teams to resolve technical issues efficiently.
• Adhere to departmental procedures for issue resolution and escalation.
• Enforce and suggest improvements to desktop standards and IT policies.
• Handle equipment shipping and receiving as required.
• Develop a thorough understanding of IT operations, applications, and business processes.
• Maintain up-to-date knowledge of operating systems, applications, and company IT guidelines.

• Minimum of 5 years of experience in IT support, system administration, or a similar role.
• Strong experience with Windows Server, Active Directory, and enterprise applications.
• Proficiency in troubleshooting LAN/WAN network issues.
• Experience with VMware and Hyper-V for virtual machine management.
• Familiarity with email account administration (Gmail Business preferred).
• Experience in hardware and software troubleshooting, including printers and peripheral devices.
• Strong knowledge of IT security principles and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and collaboratively within a team.

• Degree or equivalent certification or relevant experience.