ITC Tech Support Engineer

Job Description

What this job involves:

About the role

We are looking for a highly impactful & resourceful system administration professional to join us as IT Deskside Support Engineer to support Technology Solutions Team and help manage its infrastructure effectively and efficiently. The role is critical and would support infrastructure and managed services needs in India and other regions, involving Desktop/Server Support with knowledge in VMware, AWS, Azure Services, reporting, information management, risk management, change management, and effective knowledge management required from time-to-time.

The IT Deskside Support Engineer will be responsible for providing hands-on technical support for end-users, managing hardware and software issues, and ensuring that IT systems are functioning efficiently. The ideal candidate will have strong problem-solving skills, exceptional communication abilities, and a customer-oriented mindset.

Responsibilities:

- Provide in-person, deskside, and remote support to end-users on hardware and software issues.
- Troubleshoot and resolve a wide range of technical issues, including desktop hardware, operating systems, network connectivity, and application issues.
- Install, configure, and maintain end-user devices (PCs, laptops, printers, etc.).
- Perform hardware upgrades, software installations, and patches.
- Respond to and resolve IT service requests in a timely and professional manner.
- Maintain an inventory of IT equipment and ensure proper documentation and tracking.
- Assist with on-site and remote setups of IT equipment for new employees and special projects.
- Collaborate with other IT teams to identify and resolve complex technical problems.
- Provide training and guidance to end-users on software, hardware, and IT policies.
- Ensure security protocols are followed for all IT systems.
- Assist in maintaining IT documentation and knowledge base.
- Responds to and resolves help desk tickets/requests.
- Upgrades systems and processes as required for enhanced functionality and security issue resolution.
- Administrates infrastructure, including firewalls, databases, malware protection software, and other processes.
- Reviews application logs.
- Installs and tests computer-related equipment.
- Coordinates with third parties and clients to ensure smooth running of the business.
- Monitors and maintains all resources.
- Researches new technologies to implement toward the growth of the organization.
- Determines and provides user access, privileges, and security.
- Orders and sets up new hardware as and when required.
- Provides understanding of the behavior of software/hardware for accurate deployment.
- Applies understanding of various tools for deployment and usage for the organization.
- Works with Azure, AWS, and VMware-based Services and Server Systems.
- Supports and updates the central asset repository from time-to-time.
- Supports AV Devices and Third-Party Applications supporting the same.

Experience & Education:

- Bachelor's degree in Computer Science Background with 1-3 years of Experience in Desktop/Server System Management and Administration.

Technical Skills & Competencies:

- 1 - 3 years of experience in IT support, particularly in deskside or desktop support roles.
- Proficiency in troubleshooting desktop hardware, operating systems (Windows/macOS), and software applications.
- Familiarity with IT ticketing systems and remote support tools.
- Experience with Active Directory, Microsoft Office 365, and VPN solutions.
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, etc.).
- Ability to work independently, as well as in a team environment.
- Excellent communication and customer service skills.
- Strong attention to detail and ability to prioritize and multitask in a fast-paced environment.
- Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar are a plus.
- Experience with mobile device management (MDM) solutions.
- Knowledge of virtualization technologies (VMware, Hyper-V).
- Familiarity with IT asset management and inventory control tools.
- Advanced knowledge of system vulnerabilities and security issues.
- Ability to respond to help desk requests after hours on a limited basis.
- Prior working experience with installing and maintaining Windows and Red Hat Linux-based OS and network systems - Intermediate to Expert Level Skill Sets.
- Experience providing overall support to a large user base is required.
- Be familiar with performance and network tuning.
- Must possess the ability to read log files and provide RCA.
- Certification with ITIL/Server/Network Support is desirable.
- Must be able to install software such as patches and upgrades.
- High flexibility in working hours/days for maintenance activities.
- Experience managing all system security levels in an organization.
- Solid communication, analysis, and troubleshooting skills for diagnosing problems.
- Experience managing Enterprise Antivirus and data protection solutions.
- Experience maintaining, managing, and documenting industry standard policies/procedures.
- Experience managing software licensing and SLAs with clients and vendors.

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