IT Support Engineer

Responsibilities

• Provide technical support for desktop and laptop hardware and software.
• Provide support for Windows operating systems and common user applications (e.g. Microsoft 365, Outlook, Microsoft Remote Desktop and network connectivity).
• Install and prepare computers for end users.
• Troubleshoot printers and scanners, and coordinate with vendors for issue resolution.
• Set up laboratory computers and configure connections to laboratory testing equipment.
• Manage user login accounts, including password resets and multi-factor authentication (MFA) setup.
• Perform first-level troubleshooting for on-site servers and network devices (e.g. rebooting network switches, access points and routers, troubleshooting power failures, VPN and internet connectivity issues).
• Collaborate with the HQ IT team on IT-related matters.
• Collaborate with the primary IT support provider on IT-related issues.
• Manage the IT helpdesk system.
• Provide first-level support for the company phone system (PBX).
• Perform routine user administration across on-premises Active Directory and Microsoft Entra ID, including MFA setup and troubleshooting login issues.
• Manage core Microsoft 365 applications, including Exchange Online, Teams, SharePoint and OneDrive for Business.
• Monitor and manage end-user devices using Microsoft Intune and Datto RMM.
• Provide operational support for Windows App cloud-hosted remote desktop environments.

Requirements

• Minimum Diploma in Information Technology or Computer Science, or a related field
• At least 3 years of relevant experience in IT technical support role for user computer hardware, applications, and data networking
• Familiarity with data networking technology, protocols, and connectivity
• Good working knowledge of on-premises Active Directory, DNS and DHCP is preferred
• Experience in MS Azure Cloud, M365 Admin Centers, Entra ID and Intune is preferred