IT Support engineer

Role Overview

BlackStone eIT is seeking an IT Support Engineer to join the team. The role is based at BlackStone eIT and focuses on providing technical support to clients, resolving hardware and software issues, and ensuring efficient operation of IT systems.

Role Purpose

As an IT Support Engineer at BlackStone eIT, you will play a critical role in maintaining customer satisfaction and optimizing the performance of technology solutions through first and second-level technical support.

Key Responsibilities

Technical 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 Management

• 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.
• 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.

Incident & Service Management

• Respond to service requests and incidents through the ticketing system within defined SLAs.
• Maintain accurate records of incidents, solutions, and asset inventory.

Backup, Recovery & Continuity

• Assist with backup, recovery, and disaster recovery procedures.

Security & Documentation

• Support cybersecurity initiatives by implementing security policies and best practices.
• Prepare technical documentation, user guides, and knowledge base articles.

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.
• Experience with Windows Server (2016/2019/2022), virtualization (Hyper-V or VMware), and networking fundamentals.
• Strong knowledge of Microsoft 365 administration and Azure Active Directory.

Skills & Competencies

• Excellent knowledge of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software.
• Strong problem-solving and communication skills.
• Ability to explain technical issues in a clear manner to non-technical users.
• Good organizational and time management abilities.
• Customer-oriented attitude.
• Familiarity with PowerShell scripting for automation and administration.
• Understanding of security best practices and compliance frameworks.
• Willingness to learn and keep up-to-date with the latest technologies.