IT Support Engineer

- Provide expert-level, timely, and efficient technical support to end-users and internal stakeholders for all IT-related issues via various channels (in-person, phone, email, remote tools).
- Diagnose and resolve complex hardware problems (desktops, laptops, printers, mobile devices, servers), software applications, operating systems (Windows, macOS, Linux), and network connectivity issues.
- Perform root cause analysis for recurring issues and implement preventative solutions to reduce future incidents.

- Administer and maintain user accounts, permissions, and groups in Active Directory, Azure AD, Gsuite or similar identity management systems.
- Manage and configure common business applications (e.g., Microsoft 365/Google Workspace, Zoom).
- Assist with the setup, configuration, and basic troubleshooting of network devices (routers, switches, Wi-Fi access points).
- Participate in the deployment, configuration, and ongoing maintenance of corporate hardware and software assets.

- AV setup management

- Identify opportunities to streamline IT support processes, improve efficiency, and enhance the user experience.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides for common issues and procedures.
- Contribute to the creation and refinement of IT policies, standards, and best practices.
- Utilize IT Service Management (ITSM) tools (e.g., Jira Service Desk,) for efficient ticket management, tracking, and reporting.

- Lead or contribute to IT projects such as system upgrades, software rollouts, hardware refreshes, and office moves.
- Collaborate closely with other IT teams (e.g., Network, Systems, Security) to resolve cross-functional issues and ensure seamless service delivery.
- Train and onboard new employees on IT systems and best practices.

- Enforce IT security policies and procedures, including antivirus management, patch management, and data protection guidelines.
- Educate users on security best practices and phishing awareness.
- Assist in maintaining IT asset inventory and lifecycle management.

• Exceptional problem-solving and analytical skills with a methodical approach to technical challenges.
• Excellent communication skills (verbal and written), with the ability to explain technical concepts clearly to non-technical users.
• Strong customer service orientation with a patient, empathetic, and professional demeanor.
• Ability to work independently, prioritize tasks effectively, and manage multiple requests simultaneously in a fast-paced environment.
• A strong desire for continuous learning and staying updated with new technologies.

• Bachelor''s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of progressive experience in an IT Support, Desktop Support, Help Desk Tier 2/3, or similar role.
• Demonstrated expertise in supporting and troubleshooting:

• Experience with IT Service Management (ITSM) platforms and ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Experience with scripting (e.g., PowerShell, Python) for automation of routine tasks is highly desirable.

• Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar are a significant advantage.

• Opportunity to work on bleeding-edge projects
• Work with a highly motivated and dedicated team
• Competitive salary
• Flexible schedule
• Benefits package - medical insurance, sports
• Corporate social events
• Professional development opportunities
• Well-equipped office