Senior Technical Support Engineer

Job Summary The Senior Technical Support Engineer is responsible for providing advanced technical assistance, troubleshooting complex hardware and software issues, maintaining IT systems, and ensuring smooth daily operations. The role involves resolving escalated technical problems, supporting end users, monitoring system performance, and guiding junior technical support staff to ensure efficient and reliable IT services. Key Responsibilities Provide advanced technical support for hardware, software, operating systems, and network-related issues. Diagnose and resolve complex technical problems escalated by junior support staff. Install, configure, maintain, and troubleshoot computers, printers, peripherals, and business applications. Support Windows operating systems, Microsoft 365, email systems, and user accounts. Troubleshoot network connectivity issues, including LAN, Wi-Fi, VPN, and basic TCP/IP configurations. Manage user accounts, access permissions, and system configurations in accordance with IT security policies. Monitor system performance and ensure the availability and reliability of IT infrastructure. Perform regular system updates, software installations, backups, and preventive maintenance. Document technical issues, solutions, and troubleshooting procedures in the ticketing system. Ensure timely resolution of support tickets in accordance with service-level agreements (SLAs). Coordinate with IT teams and external vendors to resolve complex technical issues. Assist in implementing IT policies, cybersecurity measures, and system improvement initiatives. Provide technical guidance and support to junior team members. Prepare technical reports and recommend improvements to IT support processes. Job Requirements Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field. 5–7 years of experience in technical support, IT support, or a similar role. Strong knowledge of Windows operating systems and Microsoft 365 applications. Good understanding of computer hardware, software installation, and troubleshooting. Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi. Experience with Active Directory or Microsoft Entra ID is an advantage. Familiarity with IT service management and ticketing systems. Knowledge of IT security principles and access management. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication and customer service skills. Ability to manage multiple priorities and work under pressure. Show more Show less