Information Technology Support Engineer

Information Technology Support Engineer

The Level-2 IT Support Engineer is responsible for providing advanced technical support and troubleshooting services to ensure high service quality and timely resolutions. This role primarily supports internal employees and may occasionally involve external customer support if required.

Key Responsibilities

• Deliver first-line and second-line technical support for user-reported incidents through multiple communication channels such as phone, email, chat, and ticketing systems.
• Identify and resolve hardware, software, and operating system issues on various devices, including desktops, laptops, and peripherals.
• Handle more complex technical issues that are escalated from Level-1 support staff.
• Execute password resets, account unlocks, and manage access permissions using Active Directory / Azure AD.
• Set up, install, and maintain hardware, software, and network components according to company standards.
• Administer user accounts, manage security groups, and handle mailbox permissions.
• Support troubleshooting of Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Assist with VPN connectivity, multi-factor authentication setup, and compliance with security requirements.
• Perform tasks such as system imaging, patching, and configuration changes using approved tools.
• Ensure endpoint security and manage tools like antivirus updates and BitLocker encryption.
• Diagnose network connectivity issues and coordinate with relevant teams for resolution.
• Utilize IT Service Management (ITSM) tools to track incidents, prioritize tasks, and ensure adherence to service level agreements (SLAs).
• Keep users informed with status updates to maintain high customer satisfaction.
• Accurately manage asset inventory and support the hardware lifecycle process.
• Create and update knowledge base articles and standard operating procedures to enhance team performance.
• Participate in IT projects such as system migrations and new technology implementations.
• Analyze logs and gather diagnostic information for advanced troubleshooting procedures.
• Ensure compliance with IT security policies and company standards in all tasks performed.

Technical Skills

Operating Systems

• Advanced troubleshooting of Windows 10/11 and Windows Server environments
• macOS installation, configuration, and user support
• OS imaging, deployment, and upgrades
• System performance tuning and patch management

Microsoft & Enterprise Applications

• Administration and support of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online)
• Mailbox management, distribution lists, shared mailboxes
• Troubleshooting email flow, Teams connectivity, and OneDrive sync issues
• Knowledge of Microsoft Office suite and enterprise productivity tools

Active Directory & Identity Management

• User account creation, deletion, and modification
• Group Policy (GPO) management and basic troubleshooting
• Managing Organizational Units (OUs)
• Password resets, account lockouts, and access control
• Azure AD / Entra ID basic administration
• Multi-Factor Authentication (MFA) configuration

Networking & Connectivity

• Strong understanding of TCP/IP, DNS, DHCP, VPN, LAN/WAN
• Troubleshooting network connectivity and printer issues
• Basic switch/router configuration knowledge
• Wireless network troubleshooting

Remote Support & Tools

• Proficient with TeamViewer, AnyDesk, Microsoft Remote Desktop (RDP)
• Experience with ServiceNow, Jira, or other IT ticketing systems
• Remote troubleshooting for global users
• Knowledge of PowerShell for basic automation and scripting

Hardware & End-User Support

• Installation and troubleshooting of desktops, laptops, printers, scanners, and peripherals
• Hardware diagnostics and replacement (RAM, HDD/SSD, motherboard basics)
• Asset management and inventory tracking
• Support for docking stations and conferencing systems

Security & Compliance

• Endpoint security tools (Antivirus, BitLocker encryption)
• Data loss prevention (DLP) basics
• Patch management and vulnerability remediation support
• Awareness of IT security policies and compliance standards

IT Service Management

• Incident, Service Request, and Problem Management (ITIL framework)
• SLA adherence and escalation management
• Root cause analysis and documentation
• Knowledge base article creation

Key skills/competency

• Technical Support
• Troubleshooting
• Microsoft 365
• Active Directory
• Azure AD
• Windows OS
• macOS
• Networking
• ITSM Tools
• Endpoint Security