Technical Support Engineer

About the role

We are looking for a proactive, customer‑focused Technical Support Engineer to deliver end‑user IT support across the organization. You will diagnose and resolve hardware, software, and network issues while ensuring compliance with security standards and service‑level agreements.

Key responsibilities

• Provide technical support for hardware, software, operating systems and business applications, including Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Diagnose and resolve Windows 10/11 desktop and laptop issues and perform software installations, upgrades and configurations.
• Manage user accounts, permissions and group memberships in Active Directory; handle password resets, provisioning, de‑provisioning and licensing.
• Configure, deploy and maintain desktops, laptops and peripherals; monitor endpoint health, patch management and security tools.
• Troubleshoot LAN, Wi‑Fi, VPN, DNS, DHCP and IP connectivity issues; escalate complex network problems to infrastructure teams.
• Log, track, prioritize and resolve incidents and service requests using ITSM tools, ensuring SLA compliance and accurate documentation.
• Follow organizational security policies, assist with endpoint security monitoring and incident reporting, and stay aware of AV, EDR, XDR and SIEM technologies.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• ITIL Foundation certification preferred.
• 2–3 years of hands‑on experience in technical support, service desk or end‑user support roles.
• Proven experience supporting Microsoft 365 applications and Windows client environments.
• Familiarity with endpoint management solutions and basic networking concepts.

Required skills

• Active Directory Administration
• Microsoft 365 Support and Troubleshooting
• Windows 10/11 Administration and Support
• Basic Networking (TCP/IP, DNS, DHCP, VPN)
• IT Service Management (ITSM) Tools
• Ticketing Systems and Incident Management
• Endpoint Management and Device Support
• Security Awareness (AV, EDR, XDR, SIEM)