IT Support Engineer

Role Purpose

The End User & Infrastructure Support Engineer will be responsible for providing technical support to end users, maintaining IT infrastructure, ensuring system availability, and supporting enterprise IT operations across offices, plants, and remote locations. The role includes management of desktops, laptops, servers, networks, Microsoft 365 environment, security tools, and IT service requests.

Key Responsibilities

End User Support

• Provide L1/L2 technical support for desktops, laptops, printers, mobile devices, and business applications.
• Resolve hardware, software, operating system, and connectivity issues within agreed SLAs.
• Support onboarding and offboarding activities including user account creation, system allocation, and access management.
• Install, configure, and troubleshoot Windows operating systems and enterprise applications.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Maintain IT asset inventory and endpoint compliance records.
• Coordinate with vendors for hardware repairs and warranty support.
• Conduct user awareness sessions and basic IT training when required.

Infrastructure Support

• Monitor and maintain LAN/WAN, Wi-Fi, VPN connectivity, and network devices.
• Support management of servers, storage, backups, virtualization, and cloud infrastructure.
• Assist in administration of Active Directory, Group Policies, DNS, DHCP, and file services.
• Support implementation and monitoring of cybersecurity tools such as antivirus, endpoint security, DLP, MFA, and email security solutions.
• Perform routine health checks, patch management, and preventive maintenance activities.
• Support backup and disaster recovery operations.
• Coordinate with OEMs and service providers for issue resolution and infrastructure upgrades.

IT Operations & Governance

• Maintain documentation related to infrastructure, SOPs, network diagrams, and support processes.
• Ensure adherence to IT policies, cybersecurity standards, and compliance requirements.
• Participate in IT projects, rollouts, migrations, and digital transformation initiatives.
• Track incidents and service requests through ITSM/ticketing tools.
• Support audit activities and closure of IT observations.

Required Skills & Competencies

• Strong troubleshooting and analytical skills.
• Good understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Knowledge of Active Directory, Azure/Entra ID, VPN, and endpoint management tools.
• Familiarity with cybersecurity practices and enterprise IT environments.
• Hands-on experience with IT ticketing systems and remote support tools.
• Good communication and user-handling skills.
• Ability to work independently and manage multiple priorities.

Preferred Technical Knowledge

• Microsoft Windows 10/11 Administration
• Microsoft 365 & Teams Administration
• Active Directory & Group Policy
• Basic Networking (Switches, Routers, Firewall, Wi-Fi)
• Endpoint Security & Antivirus Solutions
• Backup Solutions and Patch Management
• Virtualization Platforms (VMware/Hyper-V)
• ITSM Tools (ServiceNow, Freshservice, ManageEngine, etc.)

Educational Qualification

• Bachelor’s degree in Computer Science, Information Technology, or related field.

Experience

• 3–6 years of experience in IT infrastructure and end-user support roles.

Preferred Certifications

• Microsoft Certified
• CompTIA A+/Network+
• ITIL Foundation
• Cisco CCNA (Preferred)

Key Performance Indicators (KPIs)

• Incident resolution within SLA
• End user satisfaction score
• Infrastructure uptime and availability
• Patch and compliance adherence
• Asset management accuracy
• Reduction in repeat incidents