IT SUPPORT ENGINEER

JOB DESCRIPTION:

1. Network and Infrastructure Management

• Set up and maintain the company’s internal networks (LAN, WAN, intranet).
• Monitor network performance and troubleshoot issues.
• Ensure network security through firewalls, VPNs, and other protective measures.
• Manage hardware like routers, switches, servers, and storage devices.

2. Technical Support and Help Desk

• Provide technical support to employees (hardware, software, connectivity issues).
• Install and configure computer systems and applications.
• Maintain a ticketing system for tracking issues and solutions.
• Train staff on software usage and IT policies.

3. Systems Administration

• Manage and maintain servers, operating systems, and enterprise applications.
• Create and manage user accounts and permissions (Active Directory, email, etc.).
• Perform regular backups and ensure data recovery procedures are in place.
• Apply system updates and patches regularly.

4. Cybersecurity

• Implement and monitor security protocols to protect against cyber threats.
• Conduct vulnerability assessments and penetration testing.
• Ensure compliance with data protection laws and industry standards (e.g., GDPR, HIPAA).
• Educate staff about phishing, social engineering, and secure practices.

5. Software and Application Management

• Install, configure, and maintain software applications used by the organization.
• Evaluate new software tools and manage software licensing.
• Coordinate with software vendors for support and upgrades.
• Support custom application development or integration as needed.

6. IT Asset Management

• Maintain an inventory of IT equipment (computers, mobile devices, peripherals).
• Track software licenses and hardware warranties.
• Plan for IT asset lifecycle including upgrades and replacements.

7. Project Management

• Plan and manage IT-related projects (system upgrades, new software rollouts).
• Coordinate with other departments to understand IT needs.
• Ensure timely completion of projects within budget.

8. Cloud and Remote Services Management

• Manage cloud services (e.g., AWS, Azure, Google Cloud).
• Ensure secure and efficient use of remote access tools (VPN, remote desktop).
• Support hybrid work environments with appropriate IT solutions.

9. Documentation and Reporting

• Maintain up-to-date documentation on IT systems and procedures.
• Generate reports on system performance, downtime, and incidents.
• Provide recommendations to management for technology improvements.

10. Innovation and Strategy

• Stay updated with emerging technologies and trends.
• Recommend upgrades or changes to mprove efficiency and competitiveness.
Align IT strategy with business goals

Educational Qualifications

• Bachelor’s Degree in a relevant field such as:
  • Information Technology
  • Computer Science
  • Information Systems
  • Software Engineering
  • Cybersecurity (for security-focused roles)
• Associate Degrees or diplomas in IT or networking can be acceptable for entry-level positions.

Professional Certifications (especially valuable and sometimes required)

• General IT and Networking:
  • Cybersecurity:
  • Cloud:
  • Project Management:

Technical Skills

• Proficiency in operating systems (Windows, Linux, macOS)
• Knowledge of networking concepts and troubleshooting
• Experience with hardware and software installation and maintenance
• Familiarity with databases, cloud services, and virtualization
• Scripting and automation (e.g., PowerShell, Bash, Python) is a plus

Soft Skills

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Time management and the ability to handle multiple tasks
• Attention to detail and a proactive attitude
• Teamwork and collaboration