Senior Support engineer (Help Disk)

About the role

Requirements

• - Minimum 3 years of experience in IT Support, Technical Support, Service Desk, or Infrastructure Support roles.
• - Provide first and second-level technical support for end users.
• - Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• - Support Microsoft Windows operating systems and business applications.
• - Manage user accounts, permissions, email accounts, and access rights.
• - Troubleshoot network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.
• - Monitor and maintain IT infrastructure, servers, and network devices.
• - Install software updates, security patches, and operating system upgrades.
• - Respond to service requests and incidents through the ticketing system within defined SLAs.
• - Escalate complex technical issues to senior engineers or vendors when required.
• - Support virtualization environments such as VMware and Hyper-V.
• - Assist with backup, recovery, and disaster recovery procedures.
• - Maintain accurate records of incidents, solutions, and asset inventory.
• - Support cybersecurity initiatives by implementing security policies and best practices.
• - Prepare technical documentation, user guides, and knowledge base articles.
• - Coordinate with third-party vendors for hardware repairs and software support.
• - Strong knowledge of Windows 10/11 and Windows Server environments.
• - Experience with Active Directory and Microsoft 365 administration.
• - Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• - Experience supporting routers, switches, firewalls, and wireless networks.
• - Knowledge of virtualization technologies such as VMware or Hyper-V.
• - Familiarity with backup solutions and disaster recovery concepts.
• - Experience using ITSM or ticketing systems.
• - Basic understanding of cybersecurity principles and endpoint protection.

Responsibilities

Skills

• Windows 10/11
• Windows Server
• Active Directory
• Microsoft 365 administration
• TCP/IP
• DNS
• DHCP
• VPN
• Routers, switches, firewalls, and wireless networks
• VMware
• Hyper-V
• Backup & disaster recovery
• ITSM / ticketing systems
• Cybersecurity basics