Senior Support engineer (Help Disk)

Role Overview

Senior Support Engineer (Help Desk) at BlackStone eIT. This is a technical support role responsible for providing comprehensive IT assistance to end users and maintaining IT infrastructure.

Role Purpose

Provide technical assistance and support related to computer systems, hardware, software, networks, and IT infrastructure. Ensure the smooth operation of IT services by diagnosing and resolving technical issues while delivering excellent customer support.

Key Responsibilities

End-User Support

• Provide first and second-level technical support for end users.
• Respond to service requests and incidents through the ticketing system within defined SLAs.
• Escalate complex technical issues to senior engineers or vendors when required.

Hardware & Equipment

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Coordinate with third-party vendors for hardware repairs and software support.

Systems & Software

• Support Microsoft Windows operating systems and business applications.
• Install software updates, security patches, and operating system upgrades.
• Support virtualization environments such as VMware and Hyper-V.

User Access & Administration

• Manage user accounts, permissions, email accounts, and access rights.
• Experience with Active Directory and Microsoft 365 administration.

Networking

• Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• Support routers, switches, firewalls, and wireless networks.

Infrastructure & Monitoring

• Monitor and maintain IT infrastructure, servers, and network devices.
• Assist with backup, recovery, and disaster recovery procedures.

Security & Compliance

• Support cybersecurity initiatives by implementing security policies and best practices.
• Basic understanding of cybersecurity principles and endpoint protection.

Documentation & Knowledge

• Maintain accurate records of incidents, solutions, and asset inventory.
• 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.
• Strong knowledge of Windows 10/11 and Windows Server environments.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Knowledge of virtualization technologies such as VMware or Hyper-V.
• Familiarity with backup solutions and disaster recovery concepts.

Skills & Competencies

• Experience using ITSM or ticketing systems.
• Active Directory administration.
• Microsoft 365 administration.
• Virtualization platform support.
• Network device configuration and troubleshooting.
• Endpoint protection and security principles.