Support Engineer – Enterprise IT Infrastructure

About the role

We are looking for a proactive Support Engineer to deliver advanced technical support for enterprise IT infrastructure, network systems, and end‑user services. You will troubleshoot complex issues, maintain system stability, and support critical business operations in a fast‑paced environment.

Key responsibilities

• Provide L2/L3 technical support for infrastructure, network, and system‑related incidents.
• Troubleshoot and resolve connectivity, performance, and service outage problems.
• Configure, maintain, and monitor network devices, servers, and IT systems.
• Escalate and coordinate with internal teams or vendors for complex resolutions.
• Monitor alerts and ensure high availability of services.
• Conduct root‑cause analysis and contribute to permanent fixes.
• Assist in deployment, patching, and upgrades of infrastructure components.
• Maintain accurate logs, documentation, and incident records in ticketing systems.
• Participate in on‑call rotations for critical production support.
• Ensure compliance with IT policies, standards, and security guidelines.

Required profile

• Bachelor’s or Master’s degree in IT, Computer Science, or Engineering.
• 3‑5+ years of experience in IT support, network support, or infrastructure environments.
• Strong problem‑solving and analytical abilities, able to work under pressure.
• Excellent communication and customer‑service orientation.
• Team player with strong ownership and accountability.

Required skills

• Networking fundamentals (TCP/IP, routing, switching, VLANs).
• CCNP certification (required); CCIE certification (advantage).
• Experience with IT service management tools (ServiceNow, Jira, etc.).
• Knowledge of Windows and Linux server environments.
• Familiarity with firewalls, VPNs, and enterprise network troubleshooting.
• Understanding of monitoring tools (Nagios, SolarWinds, PRTG, etc.).
• Exposure to ITIL frameworks and incident/change management processes.