Technical Support Engineer

Job Purpose

The purpose of this role is to ensure the stability, security, and optimal performance of the organization’s end-user computing infrastructure. The position is responsible for maintaining and supporting hardware, software, network connectivity, and Microsoft environments to enable seamless business operations. The role also involves implementing best practices in system administration, cybersecurity, and disaster recovery while ensuring compliance with internal policies and regulatory standards. By providing timely technical support and proactive system management, the position plays a key role in enhancing user productivity and operational continuity across the organization.

ACCOUNTIBILITIES

Monitor and maintain end-users computing infrastructure. 
Diagnose and resolve hardware, software issues, printers and network issues in a timely manner. 
Administer and maintain Windows, windows Image, Active Directory, and Microsoft 365 services.
Coordinate with vendors and third-party providers for system upgrades and issue resolution. 
Implement and maintain backup, disaster recovery, and business continuity plans. 
Ensure compliance with internal policies and external regulatory requirements. 
Document technical procedures, incident reports, and system configurations. 
 Support end-users across departments with troubleshooting and training. 
 Participate in audits, risk assessments, and security reviews. 
 Provide on-call support and respond to critical incidents outside business hours. 
 Strong understanding of financial applications, and regulatory compliance. 
Expertise in Windows environments, virtualization, and network protocols. 
 Experience with ITIL practices, incident management, and ticketing systems (e.g., ServiceDesk). 
 Knowledge of cybersecurity principles and data protection standards.
Excellent communication and documentation skills to support cross-functional teams. 
Ability to manage multiple priorities and provide 24/7 support when required. 
 Proven ability to work in teams.

Position Requirements

Education: Bachelor’s degree in Computer Science, Information Technology, or related field.

Certifications (Preferred): MCSA, Microsoft 365 Certified, ITIL Foundation, or CompTIA Network+/Security+.

Experience: 3–5 years in end-user computing support, system administration, or IT infrastructure management, with strong knowledge of Windows environments, Active Directory, Microsoft 365, virtualization, and cybersecurity.

Technical Skills: Expertise in troubleshooting hardware/software, managing network protocols, Windows imaging, system upgrades, backups, and ITIL-based ticketing systems.

Soft Skills: Excellent communication and documentation abilities, strong problem-solving and multitasking skills, and the ability to work collaboratively under pressure, including providing on-call support when needed.