IT Support Engineer

Technical Skills :

• Strong understanding of Windows operating systems (XP, Vista) and general desktop support issues.
• Proficiency in networking concepts, including DNS, TCP / IP, VPNs, and network protocols.
• Hands-on experience with :
• Servers, blade servers, and chassis (e.g., HP Chassis C7000).
• SAN storage, NAS storage, and mounting raw drives (NFS, SAN, NAS).
• Firewalls, power distribution, and data center operations.
• Installation and configuration of computer applications and third-party software.
• Windows and Linux operating systems installation and upgrades.
• Office 365 suite.
• Antivirus installation and upgrades.
• Practical experience with monitoring and network management tools such as Nagios and FreePBX.
• Experience with Cisco routers, switches, Pfsense, and Ruckus access points and controllers.
• Ability to troubleshoot, diagnose, and resolve issues related to networks, operating systems, and laptops.

IPSEC,

• Switches (L2 / L3) Troubleshooting,
• Laptops Troubleshooting
• DHCP
• Access Points (WiFi)
• MS-365
• Hyper-V

Soft Skills :

• Excellent communication and customer service skills with a strong focus on customer satisfaction.
• Exceptional troubleshooting, problem-solving, and analytical abilities to resolve issues efficiently.
• Strong written and verbal communication skills, with a professional phone manner.
• Ability to maintain smooth communication with customers through web, email, and phone channels.
• Proven ability to write clear and concise documentation.
• Strong organizational skills, including workflow prioritization and time management.

Responsibilities :

• Monitor and maintain computer networks to ensure optimal performance.
• Respond to customer inquiries via calls and emails, providing timely and accurate resolutions.
• Maintain procedural documents and reports to ensure compliance with organizational standards.
• Provide hardware-level support for servers and laptops, including upgrades and troubleshooting.
• Work collaboratively with cross-functional teams to address technical challenges.
• Adapt to evolving technologies and business needs.
• Participate in rotating shifts to provide 24 / 7 support as required.

Additional Qualifications :

• Willingness and ability to learn new and emerging technologies.
• Strong customer focus and extensive knowledge of the products or services being supported.

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