Senior IT Support Engineer

Responsibilities:

• Provide first- and second-line remote technical support for desktops, laptops, printers, mobile devices, and network connectivity to Field Engineers and end-users.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues with Field Engineers to ensure minimal downtime and seamless operations.
• Guide on-site technicians through step-by-step troubleshooting, hardware replacement, and configuration tasks.
• Receive and analyze log files to identify root causes and create detailed action plans for resolution.
• Assist in the installation, configuration, and maintenance of operating systems, applications, and security updates to keep systems secure and up to date.
• Manage user accounts, access permissions, and system security controls to safeguard data and maintain compliance.
• Support IT infrastructure, including servers, cloud platforms, and VPN connectivity, ensuring reliable performance and availability.
• Document incidents, resolutions, and technical procedures to build a robust knowledge base for the team.
• Prepare Root Cause Analysis (RCA) reports for recurring or critical issues.
• Provide feedback and escalate unresolved issues to internal teams or vendors for further investigation.
• Train and mentor engineers on troubleshooting techniques, tools, and best practices to enhance team capabilities.
• Share knowledge and updates on emerging technologies, tools, and company processes.
• Coordinate and oversee project tasks, ensuring alignment with timelines, deliverables, and client expectations.
• Collaborate with on-site teams, technical teams, clients, and vendors to support successful project outcomes.
• Maintain strong, professional, and positive relationships with clients by providing timely updates and clear communication.
• Prioritize and manage multiple open tickets and tasks, ensuring efficient issue handling and resolution.

Mandatory Requirements:

• Bachelor's degree in computer engineering, Networking, Telecommunication or relevant degree from a reputed university or institute
• 2 to 3 years of experience of working in a similar role
• Strong technical skills network, system and problem-solving abilities
• Excellent communication skills

Preferred Requirements:

• Certifications/ Training like CCNA, MCP, MCSA are a plus.
• Experience with servers, cloud, or virtualization.
• Knowledge of firewalls, VPNs, and Security basics.
• Familiarity with ticketing systems is a plus.
• Strong documentation

Job Type: Full-time

Work Location: In person