IT Support Engineer Role Description Role Description We are seeking an IT Support Engineer to provide comprehensive technical support and ensure the reliable operation of the organization's IT infrastructure, hardware, software, and end-user systems. This role is responsible for diagnosing technical issues, maintaining IT equipment, supporting enterprise applications, and delivering high-quality technical assistance that enables business continuity and operational efficiency. The successful candidate will serve as the primary point of contact for technical support, assisting employees with desktops, laptops, mobile devices, printers, operating systems, business applications, and network connectivity. You will respond to support requests, troubleshoot technical issues, install and configure hardware and software, and ensure users receive timely and effective solutions. Key responsibilities include managing user accounts, configuring devices, deploying software, performing system updates, maintaining IT asset inventories, and supporting onboarding and offboarding processes. You will monitor system performance, document support activities, maintain knowledge base articles, and ensure compliance with IT policies, security standards, and service management procedures. The role also involves supporting local area networks (LAN), wireless networks, VPN connectivity, cloud-based services, email systems, and collaboration platforms. You will coordinate with infrastructure engineers, cybersecurity teams, software vendors, and external service providers to resolve complex technical issues, implement system improvements, and support IT projects and technology upgrades. You will participate in preventive maintenance, backup verification, patch management, endpoint protection, and technology lifecycle management to ensure a secure and stable IT environment. You will also assist with disaster recovery preparations, system testing, and the implementation of new technologies that improve business productivity and user experience. Success in this role requires strong troubleshooting skills, analytical thinking, customer service excellence, effective communication, and the ability to manage multiple support requests while maintaining a high standard of service quality. This position offers the opportunity to contribute to a modern and secure IT environment while supporting continuous technology improvement and organizational success. Qualifications Bachelor's degree or Diploma in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related discipline. Strong understanding of computer hardware, software installation, operating systems, and end-user technical support. Knowledge of Microsoft Windows, mac OS, Linux, Android, and i OS operating systems. Familiarity with Microsoft 365, Microsoft Entra ID (Azure Active Directory), Exchange Online, Share Point, One Drive, Microsoft Teams, and related collaboration platforms. Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, LAN, WAN, Wi-Fi, switches, routers, and firewalls. Knowledge of Active Directory, user account administration, identity and access management, and multi-factor authentication (MFA). Familiarity with IT Service Management (ITSM) frameworks, help desk ticketing systems, incident management, and service request processes. Understanding of endpoint management, software deployment, patch management, asset management, and device lifecycle management. Knowledge of cybersecurity best practices, endpoint protection, antivirus solutions, data security, and information security principles. Familiarity with virtualization technologies, cloud computing platforms, remote support tools, backup solutions, and disaster recovery concepts is advantageous. Strong troubleshooting, analytical thinking, and problem-solving skills with attention to detail. Excellent communication and interpersonal skills with the ability to provide technical support to users with varying levels of technical knowledge. Strong organizational and time management skills with the ability to prioritize multiple support requests effectively. Proficiency in Microsoft Office applications including Excel, Word, Outlook, and Power Point. Ability to prepare technical documentation, user guides, knowledge base articles, and support reports. Understanding of IT governance, compliance, privacy regulations, and business continuity principles. Ability to work independently while collaborating effectively with cross-functional teams, vendors, and service providers. Professional, customer-focused, and service-oriented mindset with a commitment to continuous learning, technical excellence, and delivering reliable IT support.