IT Support Engineer

We are looking for an IT Support Engineer who provides technical assistance to users by installing, maintaining, and troubleshooting hardware, software, and network systems so people can work without technology issues.

• Diagnose and resolve hardware, software, and basic network problems for employees or clients, often via ticketing systems, phone, email, or remote tools.
• Install and configure computers, operating systems, applications, and peripheral devices, including imaging devices and setting up user accounts and permissions.
• Respond to and manage IT support requests, documenting issues and solutions and escalating complex problems when necessary.

• Handle incoming support tickets, calls, or chats, gather relevant information, and provide step‑by‑step solutions to users.
• Perform routine maintenance such as updates, patches, antivirus checks, and basic backup or recovery tasks on user devices and systems.
• Support remote work and collaboration tools (VPN, Wi‑Fi, printers, video conferencing, email, Microsoft 365/Google Workspace, etc.).

• Technical skills in Windows and macOS (sometimes Linux), basic networking (TCP/IP, DNS, DHCP), user account management (e.g., Active Directory), and common business applications.
• Strong communication and customer service skills, including patience, clear explanations to non‑technical users, and good documentation habits.
• Typical requirements include some IT education (degree, diploma, or bootcamp) plus certifications such as CompTIA A+, Network+, Microsoft, or Cisco (CCNA), depending on the employer.

• Provide first‑ and second‑line technical support to employees via ticketing system, phone, email, and remote tools.
• Install, configure, and maintain desktops, laptops, mobile devices, operating systems, and standard applications.
• Troubleshoot and resolve incidents involving hardware, software, printers, and basic network connectivity, escalating when needed.
• Create and manage user accounts, permissions, and email setups for new hires; support onboarding and offboarding processes.
• Document incidents and solutions, maintain asset records, and contribute to knowledge base articles and IT documentation.