Information Technology Support Engineer

Role Overview

The Information Technology Support Engineer is responsible for delivering Level 1 and Level 2 technical assistance covering hardware, software, network, and infrastructure issues, ensuring resolution within established service level agreements (SLAs). This position demands active management of incidents, service requests, and changes in line with ITIL methodologies.

Key Duties

• Provide timely L1 and L2 support for IT hardware, software, and networking incidents within agreed SLAs.
• Handle incident resolution, service requests, and change management by adhering to ITIL best practices.
• Implement, manage, and troubleshoot FortiGate firewalls, VPN tunnels, and remote access solutions.
• Administer Microsoft 365 environments, including support for E5 subscription services.
• Deploy, configure, and maintain endpoint security technologies to safeguard organization systems.
• Install, configure, and oversee Windows Server environments and enterprise infrastructure services.
• Conduct routine server monitoring, perform maintenance, apply patches, and optimize system performance.
• Set up and manage NAS storage devices along with enterprise-grade network switches.
• Maintain enterprise network hardware and structured cabling systems, ensuring network integrity.
• Deploy and support VoIP/PBX telephony systems, with preference for Grandstream platforms.
• Manage and troubleshoot CCTV and surveillance system infrastructure.
• Provide comprehensive desktop support and conduct network troubleshooting to assist end users.
• Use IT monitoring and alerting tools to oversee infrastructure health proactively.
• Document all system setups, configurations, incidents, and their resolutions accurately.
• Collaborate effectively with in-house teams and external vendors to maintain high IT service availability.

Candidate Profile and Qualifications

• 2 to 4 years of professional experience in IT support roles.
• Degree holder in Computer Science, Information Technology, or related fields.
• Competent in configuring and managing FortiGate firewalls.
• Experienced with VPN administration and remote access technologies.
• Proficient in Windows Server administration and Microsoft 365 support, including E5 services.
• Knowledgeable in deploying and managing endpoint security solutions.
• Familiar with setting up NAS storage systems and managing enterprise switches.
• Hands-on experience with CCTV systems and VoIP/PBX solutions, especially Grandstream.