IT Support Engineer

Job Summary

We are looking for an experienced IT Support Engineer with strong expertise in end-user support, desktop troubleshooting, and Microsoft 365 applications, along with working knowledge of Windows Server and basic infrastructure administration. The candidate will provide on-site IT support, manage incidents and service requests, perform basic server-side troubleshooting, and coordinate with backend technical teams to ensure smooth IT operations.

Key Responsibilities

• Provide first- and second-line support for Windows laptops, desktops, Microsoft 365 applications, Outlook, Teams, OneDrive, printers, tablets, POS devices, and meeting-room equipment.
• Troubleshoot hardware, software, email, user access, MFA, connectivity, VPN, and performance issues.
• Support device setup, software installation, patching, Microsoft Intune, endpoint security, and IT asset management.
• Manage incidents and service requests through ManageEngine ServiceDesk Plus, ensuring timely resolution, SLA compliance, documentation, and escalation.
• Perform basic administration and troubleshooting of Windows Server environments, including checking server health, resource utilization, services, and event logs.
• Support Active Directory user and computer accounts, password resets, group membership, account lockouts, Group Policy, and basic domain-related issues.
• Troubleshoot core infrastructure services such as DNS, DHCP, file and print services, and network connectivity.
• Monitor server availability, disk space, CPU and memory utilization, and scheduled tasks; escalate potential capacity or performance issues.
• Assist with Windows Server patching, routine maintenance, service restarts, and basic server configuration changes in accordance with approved procedures.
• Support file-share permissions, access requests, and basic NTFS permission troubleshooting.
• Assist with backup monitoring, verification of backup job status, and coordination of restore requests with the infrastructure team.
• Support virtual server environments such as VMware or Hyper-V at a basic operational level.
• Coordinate with infrastructure, network, Microsoft 365, security teams, and third-party vendors to resolve complex incidents.
• Maintain IT asset inventory, server and support documentation, operational checklists, and troubleshooting knowledge articles.

Required Skills and Experience

• 3–5 years of experience in IT support, desktop support, or IT operations.
• Strong hands-on expertise in Windows 10/11, Microsoft 365, hardware/software troubleshooting, and end-user support.
• Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, file services, and basic server administration.
• Basic understanding of server monitoring, patching, backups, virtualization, and infrastructure troubleshooting.
• Familiarity with Microsoft Intune, endpoint security, and IT asset management.
• Experience with ticketing systems, incident management, SLA tracking, and escalation procedures.
• Strong communication, customer service, troubleshooting, and problem-solving skills.

Preferred: Networking or relevant Microsoft certifications, with experience using ManageEngine ServiceDesk Plus.

Job Type: Full-time

Work Location: In person