Information Technology Support Engineer

Role Overview

Information Technology Support Engineer at BlackStone eIT. This role provides technical support to clients, resolving hardware and software issues, and ensuring efficient operation of IT systems.

Role Purpose

Maintain customer satisfaction and optimize the performance of technology solutions by delivering first and second-level technical support, resolving infrastructure issues, and managing IT systems and user access.

Key Responsibilities

Support & Troubleshooting

• Provide first and second-level technical support for end users.
• Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• Diagnose and resolve basic technical issues efficiently.
• Escalate complex technical issues to senior engineers or vendors when required.

Hardware & Infrastructure

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Monitor and maintain IT infrastructure, servers, and network devices.
• Support virtualization environments such as VMware and Hyper-V.
• Assist with backup, recovery, and disaster recovery procedures.
• Coordinate with third-party vendors for hardware repairs and software support.

Software & Systems Administration

• Support Microsoft Windows operating systems and business applications.
• Install software updates, security patches, and operating system upgrades.
• Manage user accounts, permissions, email accounts, and access rights.

Ticketing & Documentation

• Respond to service requests and incidents through the ticketing system within defined SLAs.
• Maintain accurate records of incidents, solutions, and asset inventory.
• Prepare technical documentation, user guides, and knowledge base articles.

Security & Compliance

• Support cybersecurity initiatives by implementing security policies and best practices.

Qualifications & Experience

• Minimum 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure Support roles.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as an IT Support Engineer or similar role.
• Proven experience as a System Administrator or similar role.

Skills & Competencies

• Excellent knowledge of computer systems, mobile devices, and other tech products.
• Strong knowledge of Microsoft 365 administration and Azure Active Directory.
• Experience with Windows Server (2016/2019/2022).
• Experience with virtualization (Hyper-V or VMware).
• Experience with networking fundamentals.
• Familiarity with remote desktop applications and help desk software.
• Familiarity with PowerShell scripting for automation and administration.
• Understanding of security best practices and compliance frameworks.
• Strong problem-solving and communication skills.
• Ability to explain technical issues in a clear manner.
• Good organizational and time management abilities.
• Customer-oriented attitude.
• Willingness to learn and keep up-to-date with the latest technologies.