IT Support Engineer

IT Support Engineer

In this role you will be troubleshooting a wide variety of technical issues, ranging from network connectivity, warehouse, and manufacturing equipment issues.

Job Responsibilities

• Provide second-line technical support to clients, handling escalated issues from junior engineers and resolving complex problems related to hardware, software, and network systems.

• Manage and support client IT infrastructure, including servers, networks, desktops, and cloud-based applications, ensuring high availability and performance.

• Perform system upgrades, patches, and software installations, and ensure proper configuration and testing.

• Collaborate with clients to identify their technical needs and recommend appropriate solutions to enhance their IT environments.

• Provide proactive monitoring and maintenance of client systems to prevent issues before they arise.

• Lead and assist in the deployment, setup, and configuration of new technologies or system integrations for clients.

• Conduct regular system audits and performance reviews to ensure clients' IT systems are secure, efficient, and aligned with best practices.

• Troubleshoot network issues, including connectivity, firewalls, routers, and switches, and provide solutions or escalate to senior engineers as needed.

• Assist in developing and documenting IT processes, procedures, and client-facing user guides to improve service delivery and efficiency.

• Provide on-site support for client installations or technical issues when required.

• Mentor junior engineers and offer guidance on troubleshooting, system management, and client communication.

Required Qualifications

* Bachelor's degree in information technology, related field, or relevant work experience.

* Minimum of 3-5 years of related experience in IT Support within an e-commerce and/or manufacturing / distribution environment.

* Must have excellent customer service skills.

* Must demonstrate high attention to detail in all work concepts such as ticket entries, emails, and IT documentation.

* Strong knowledge of operating systems (Windows, macOS, Linux).

* Advanced troubleshooting skills for hardware, software, and networking issues.

* Solid understanding of networking protocols (TCP/IP, DNS, DHCP, VPNs).

* Experience with server management (e.g., Windows Server, Linux servers).

* Proficient in cloud platforms such as AWS, Microsoft Azure, and Office 365.

* Familiarity with virtualization technologies (e.g., VMware, Hyper-V).

* Knowledge of cybersecurity best practices and tools (firewalls, anti-virus, etc.).