IT Support Engineer / IT Support Executive

Key Responsibilities

Technical Support

• Provide Level 1/Level 2 support for desktops, laptops, printers, and network devices.
  
• Troubleshoot issues related to Windows OS, macOS, Linux (basic), Office 365, and enterprise applications.
  
• Install, configure, and maintain hardware, software, and peripherals.
  
• Handle system upgrades, patch management, and regular maintenance.
  
• Troubleshoot LAN, WAN, Wi -Fi, VPN, DNS, DHCP related issues.
  
• Manage user accounts, permissions, and access through Active Directory.
  

Infrastructure & Monitoring

• Assist in maintaining network devices (routers, switches, firewalls).
  
• Monitor system performance and ensure uptime.
  
• Support installation and maintenance of servers, cloud solutions, backups, storage devices, etc. (as applicable).
  
• Ensure IT assets are tracked, updated, and maintained.
  

User Support

• Respond to user queries via email, phone, or ticketing system.
  
• Provide timely resolution and escalate issues to senior engineers when needed.
  
• Train employees on basic IT usage, security practices, and software tools.
  

IT Administrative Tasks

• Maintain logs, documentation, and SOPs.
  
• Support procurement of IT hardware/software.
  
• Ensure compliance with IT security policies and audit requirements.
  

Required Skills & Qualifications

• 3+ years of experience as IT Support Engineer / Desktop Support / Technical Support.
  
• Strong knowledge of:
  • Windows OS (7/10/11), macOS basics
    
  • Office 365 / Outlook / Email configurations
    
  • Networking (TCP/IP, DNS, DHCP, VPN)
    
  • Active Directory & basic server concepts
    
• Experience with ticketing tools (Jira, Freshservice, Zoho Desk, etc.).
  
• Good troubleshooting and diagnostic skills.
  
• Excellent communication and customer -service orientation.
  
• Ability to handle multiple tasks and work independently.
  

Preferred / Good -to -Have Skills

• Knowledge of cloud platforms (Azure, AWS, Google Workspace)
  
• Basic understanding of cybersecurity and endpoint protection tools
  
• Experience with remote support tools (AnyDesk, TeamViewer, RDP)
  
• Certifications like:
  • CompTIA A+ / N+
    
  • Microsoft Certified: Modern Desktop Administrator
    
  • CCNA (basic networking)