IT Support Engineer

Overview

BETSOL is a cloud‑first digital transformation and data management company serving enterprises in over 40 countries. BETSOL’s open source backup and recovery product line, Zmanda, delivers up to 50% savings in total cost of ownership and best‑in‑class performance. BETSOL Global IT Services builds and supports end‑to‑end enterprise solutions, reducing time‑to‑market for its customers.

Benefits

Competitive salaries, 401K, comprehensive health insurance, volunteer programs and scholarship opportunities. Office amenities include a fitness center, cafe and recreational facilities.

Responsibilities

• Provide onsite support for customer offices as needed.
• Coordinate with offshore teams (network, security) to facilitate new office location setup and maintenance tasks.
• Facilitate employee onboarding and offboarding.
• Install, configure, test and maintain desktops, laptops, peripherals and related hardware.
• Provide technical support for desktops, laptops, printers, scanners and other end‑user devices.
• Troubleshoot and resolve hardware, software, OS and peripheral‑related incidents and service requests.
• Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions.
• Deliver timely resolution while maintaining high customer satisfaction.

Ticket & Service Management

• Monitor, assign, prioritize and resolve tickets using ITSM tools such as Service Now, Jira or similar platforms.
• Adhere to SLA, ticket quality standards, documentation requirements and escalation procedures.
• Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
• Ensure accurate time tracking, ticket updates and resolution notes as per ITIL best practices.

System & Software Administration

• Perform OS installation, reinstallation, upgrades, patching and configuration for Windows desktops and laptops.
• Install, upgrade and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients and collaboration tools.
• Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses.
• Configure user profiles, email accounts and basic system policies as required.

Network & Connectivity Support

• Troubleshoot LAN, Wi‑Fi, VPN and basic network connectivity issues.
• Configure and support network and local printers.
• Coordinate with network and security teams for escalations related to infrastructure issues.

Asset, Inventory & Lifecycle Management

• Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery and disposal.
• Maintain accurate asset records using CMDB and asset management tools such as Service Now, Insight, HPAM.
• Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories and spares.
• Support e‑waste management and e‑recycling activities in compliance with company policies.

User Lifecycle Management

• Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover and recovery.
• Ensure data security and compliance during employee exits by following standard IT procedures.

Compliance, Documentation & Continuous Improvement

• Follow IT policies, security standards and compliance requirements.
• Create and update technical documentation, SOPs and knowledge base articles.
• Proactively identify opportunities to improve processes, automation and service delivery.
• Collaborate with cross‑functional IT teams for projects, upgrades and rollouts.

Qualifications

• Strong knowledge of Windows OS installation, configuration, troubleshooting and support.
• Hands‑on experience with desktop/laptop hardware and software troubleshooting.
• Experience with printer configuration, email setup, Wi‑Fi and LAN connectivity issues.
• Familiarity with ITSM tools (Service Now, Jira, etc.) and CMDB‑based asset management.
• Working knowledge of ITIL processes:
  Incident, Request, Problem and Change Management.
• Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management.
• Strong analytical, troubleshooting and independent problem‑solving skills.

Certifications (Preferred)

• MCSE, MCITP, MCTS or equivalent certifications are an added advantage.

Experience & Education

• Experience:
  
  3+ years as a System Administrator, Helpdesk Administrator or equivalent role.
• Education:
  
  Bachelor’s Degree in an IT‑related discipline or equivalent.

EEO Statement

All your information will be kept confidential according to EEO guidelines.

#J-18808-Ljbffr