Senior Support engineer (Help Disk)

Description

Job Purpose

Requirements

• Minimum 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure Support roles.
• Provide first and second-level technical support for end users.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Support Microsoft Windows operating systems and business applications.
• Manage user accounts, permissions, email accounts, and access rights.
• Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• Monitor and maintain IT infrastructure, servers, and network devices.
• Install software updates, security patches, and operating system upgrades.
• Respond to service requests and incidents through the ticketing system within defined SLAs.
• Escalate complex technical issues to senior engineers or vendors when required.
• Support virtualization environments such as VMware and Hyper-V.
• Assist with backup, recovery, and disaster recovery procedures.
• Maintain accurate records of incidents, solutions, and asset inventory.
• Support cybersecurity initiatives by implementing security policies and best practices.
• Prepare technical documentation, user guides, and knowledge base articles.
• Coordinate with third-party vendors for hardware repairs and software support.
• Strong knowledge of Windows 10/11 and Windows Server environments.
• Experience with Active Directory and Microsoft 365 administration.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience supporting routers, switches, firewalls, and wireless networks.
• Knowledge of virtualization technologies such as VMware or Hyper-V.
• Familiarity with backup solutions and disaster recovery concepts.
• Experience using ITSM or ticketing systems.
• Basic understanding of cybersecurity principles and endpoint protection.