IT Support Engineer

Job Description – IT Support Engineer

Job Responsibilities
- Provide timely and effective resolution for escalated technical issues from customers.
- Troubleshoot and resolve complex problems related to servers, network infrastructure, security tools, and enterprise applications.
- Perform system upgrades, patch management, and migration activities.
- Collaborate with L3 support teams and other IT departments to resolve critical incidents.
- Maintain accurate documentation of processes, solutions, and technical guidelines for future reference.
- Assist in the development, implementation, and enforcement of IT policies and procedures.
- Monitor system performance and conduct regular maintenance to ensure optimal operations.
- Ensure all assigned IT tickets are managed and resolved within defined SLA timelines.

Skills & Qualifications;
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
1–3+ years of experience in IT support, infrastructure, or related roles.
- Strong knowledge of operating systems, networking concepts, and security protocols.
- Hands-on experience with networking technologies including switching, routing, firewalls, LAN/WAN environments (e.g., Window Servers, Aruba, Palo Alto).
- Exposure to modern networking and security solutions such as SD-WAN, SASE (Palo Alto), Aruba WLAN (Aruba Central), and security tools like CrowdStrike and Darktrace is preferred.
- Experience working with Microsoft Servers and Microsoft 365 environments.
- Strong analytical and troubleshooting skills with the ability to work under pressure.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Relevant certifications (e.g., CCNA, Palo Alto, Aruba, CrowdStrike) are an added advantage.
- Someone willing to learn & can join immediately