IT Support Engineer

Job Description – IT Support Engineer

Job Title

IT Support Engineer Department

Information Technology (IT) Experience

1–3 Years Employment Type

Full-Time

Job Summary

We are looking for a skilled and customer-focused IT Support Engineer to provide technical assistance to employees, troubleshoot hardware and software issues, maintain IT systems, and ensure smooth day-to-day IT operations.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to end users.
• Install, configure, and troubleshoot desktops, laptops, printers, and other IT peripherals.
• Troubleshoot Windows operating systems and Microsoft Office 365 applications.
• Manage user accounts, password resets, and access permissions in Active Directory.
• Provide support for LAN, WAN, Wi-Fi, VPN, and network connectivity issues.
• Troubleshoot hardware, software, and application-related problems.
• Configure and maintain Outlook, email, and Microsoft Teams.
• Support antivirus, endpoint security, and system updates.
• Maintain IT asset inventory and software licenses.
• Monitor and resolve IT support tickets within defined SLAs.
• Escalate complex technical issues to the appropriate teams.
• Maintain IT documentation and prepare incident reports.

Required Technical Skills

• Windows 10/11 installation and troubleshooting.
• Microsoft 365, Outlook, Word, Excel, and Teams.
• Active Directory and user account management.
• Basic networking: TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Hardware troubleshooting and laptop/desktop maintenance.
• Printer installation and troubleshooting.
• VPN configuration and troubleshooting.
• Remote desktop support tools.
• IT ticketing tools such as ServiceNow, Jira, or Freshservice.
• Basic knowledge of cybersecurity and endpoint protection.

Qualifications

• Bachelor's degree or diploma in Computer Science, IT, or a related field.
• 1–3 years of experience in IT support or desktop support.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Ability to work independently and as part of a team.

Key Competencies

• Customer service orientation.
• Analytical and troubleshooting skills.
• Time management and prioritization.
• Documentation and reporting.
• Team collaboration.
• Willingness to learn new technologies.

Key Performance Indicators (KPIs)

• Ticket resolution time.
• First-call resolution rate.
• SLA compliance.
• End-user satisfaction.
• Number of recurring incidents.
• IT asset management accuracy.

Preferred Job Titles

• IT Support Engineer
• Desktop Support Engineer
• Technical Support Engineer
• IT Helpdesk Engineer
• End User Computing (EUC) Support Engineer

I can also prepare an IT Support Engineer JD for a fresher, 2–3 years' experience, or an advanced L2 support role.