Senior Support Engineer

Responsibilities

• Provide first and second-level technical support for end users
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, 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
• 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 and implement security policies
• Prepare technical documentation and user guides
• Coordinate with third-party vendors for hardware repairs and software support

Requirements

• Minimum 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure 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