Senior Support Engineer – Help Desk

About the role

The Technical Support Engineer provides first‑ and second‑level assistance for end users, ensuring smooth operation of IT services across hardware, software, and network environments.

Key responsibilities

• Install, configure, maintain and troubleshoot desktops, laptops, printers, scanners and other IT equipment.
• Support Microsoft Windows (10/11) and Windows Server operating systems, including updates, patches and OS upgrades.
• Manage user accounts, permissions, email accounts and access rights in Active Directory and Microsoft 365.
• Troubleshoot network connectivity issues (LAN, WAN, Wi‑Fi, VPN, DNS, DHCP) and support routers, switches, firewalls and wireless networks.
• Monitor and maintain servers, virtualization platforms (VMware, Hyper‑V) and other network devices.
• Respond to service requests and incidents via the ticketing system, adhering to defined SLAs.
• Assist with backup, recovery and disaster‑recovery procedures and support cybersecurity initiatives.

Required profile

• Minimum 3 years of experience in IT Support, Service Desk or Infrastructure Support.
• Strong knowledge of Windows 10/11, Windows Server, Active Directory and Microsoft 365 administration.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and experience with routers, switches, firewalls and wireless networks.

Required skills

• Hardware troubleshooting (desktops, laptops, printers, scanners).
• Operating system support – Windows 10/11, Windows Server.
• Active Directory and Microsoft 365 administration.
• Network troubleshooting – LAN, WAN, Wi‑Fi, VPN, DNS, DHCP.
• Virtualization – VMware, Hyper‑V.
• Backup and disaster‑recovery solutions.
• ITSM or ticketing system usage.
• Basic cybersecurity principles and endpoint protection.