It Support Engineer

Role & responsibilities

• Provide L1/L2 technical support to employees for hardware, software, and network-related issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Troubleshoot Windows OS, MS Office, Outlook, Teams, and other business applications.
• Handle LAN/WAN, Wi-Fi, VPN, and basic network connectivity issues.
• Manage user accounts, password resets, and access-related requests.
• Perform software installation, updates, patches, and basic system configuration.
• Maintain IT assets and update hardware/software inventory records.
• Monitor and resolve IT support tickets within defined timelines.
• Coordinate with vendors for hardware, software, internet, and other IT-related services.
• Ensure proper IT security, antivirus, backup, and data protection practices.
• Prepare and maintain IT documentation, SOPs, and troubleshooting records.

• Good knowledge of Windows Operating Systems
• Hands-on experience with Desktop/Laptop troubleshooting
• Knowledge of Networking TCP/IP, LAN, WAN, DNS, DHCP, Wi-Fi
• Good knowledge of MS Office / Microsoft 365
• Basic knowledge of Active Directory and user management
• Troubleshooting skills for printers and other peripherals
• Good communication and problem-solving skills

Preferred candidate profile

• Experience in IT Helpdesk / Desktop Support / Technical Support
• Knowledge of ticketing tools such as ServiceNow, Jira, Freshservice, etc.
• Basic knowledge of IT asset management and ITIL processes.
• Relevant certifications such as CompTIA A+, Network+, Microsoft will be an advantage.