Senior IT Support Engineer

1 month ago

Vadodara, India Jeavio Full time

The Senior IT Support Engineer plays a crucial role in delivering technical assistance and support for computer systems, hardware, and software. This position is key to maintaining the stability

and efficiency of our in-house computer systems and network connections. Responsibilities include planning, developing, installing, configuring, maintaining, upgrading, and optimizing network software and communication links.

In this role, you will respond to technical inquiries, run diagnostic programs, identify issues, and implement effective solutions. Your expertise will ensure the seamless operation of our IT infrastructure and contribute to our overall organizational success.

Essential Functions:

As a Senior IT Support Engineer, you will be responsible for a variety of critical tasks, including but not limited to:

  • Serve as the primary point of contact for employees seeking technical assistance via phone or email.
  • Diagnose and resolve software and hardware incidents efficiently.
  • Install and configure new IT equipment, perform system updates, and conduct routine maintenance.
  • Provide exceptional customer service and guidance to colleagues facing IT challenges, demonstrating empathy and support.
  • Create and maintain comprehensive technical documentation and an IT knowledge base.
  • Conduct remote troubleshooting using diagnostic techniques and targeted questions.
  • Identify the best solutions based on issues reported by internal employees.
  • Deliver accurate information regarding IT products and services.
  • Collaborate with multiple teams and various levels of management.
  • Monitor systems regularly to ensure the integrity and availability of all hardware, server resources, and key processes.
  • Review system and application logs and verify the completion of scheduled jobs, such as backups.
  • Manage user accounts by creating, modifying, and deleting access as requested, while enforcing security policies.
  • Coordinate repair and recovery efforts for hardware or software failures, ensuring effective communication with affected departments.
  • Liaise with vendors and internal personnel to facilitate equipment purchases.
  • Ensure optimal network connectivity across the company’s LAN/WAN infrastructure.
  • Troubleshoot and implement solutions for firewalls, VPNs, and other network security measures.
  • Install and configure CCTV, Matrix EPABX, and COSEC devices as needed.
  • Oversee and manage AV console operations.
  • Regularly verify the functionality of UPS systems.
  • Maintain and manage network hardware, including routers, switches, and firewalls.
  • Monitor network performance and make necessary adjustments.
  • Maintain an inventory of IT parts for emergency repairs.
  • Assess network and system requirements for ongoing improvements.
  • Supervise other network support specialists, coordinating and implementing network security measures.
  • Apply OS patches and upgrades regularly and enhance administrative tools and utilities.

Requirements and Skills:

  • Proven experience as a helpdesk technician or in a customer support role.
  • Strong understanding of computer systems, mobile devices, and various technology products.
  • Ability to diagnose and resolve complex technical issues effectively.
  • Highly organized with excellent time management and task prioritization skills.
  • Proficient in English, with outstanding communication abilities.
  • Customer-oriented mindset with a calm and professional demeanour.
  • Knowledge of internet security and data privacy principles.
  • Familiarity with network diagnostics, monitoring, and analysis tools (e.g., SolarWinds).
  • Understanding of best practices in network administration and system security.
  • Exceptional troubleshooting skills, analytical thinking, and attention to detail.
  • Bachelor's degree in IT, Computer Science, or a related field.
  • Relevant certifications (e.g., CompTIA Network+, Cisco CCNA) are a plus.

Work Conditions:

  • Ability to thrive in a fast-paced environment while managing multiple issues concurrently.
  • Flexibility to work in shifts and be available for on-call duties as needed.

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