Solves and documents Level 1 and Level 2 IT needs of users and productive operations associated with a ticket
Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
Manages IT assets (computer and communications equipment, servers, and licenses)
Manages and coordinates access to IT tools while ensuring compliance with security standards
Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
Interacts with end users and supports on complex issues and tasks and troubleshooting, defining and documenting the working instructions and escalate requests to the right technical team
Provides training to end users and transfers knowledge to other IT members, Proposes improvement ideas
Works in full autonomy and reports to IT Lead or IT Manager

Experience administering Active Directory, Group Policy, DNS and user account management;
Experience supporting the Microsoft 365 suite, including Outlook, Teams, OneDrive, and SharePoint;
Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management;
Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls;
Knowledge of VPN technologies and remote connectivity troubleshooting;
Experience supporting enterprise printer services and print management;
Experience with telephony systems, including user administration and basic troubleshooting;
Experience using enterprise backup solutions, preferably Veeam Backup & Replication;
Knowledge of virtualization technologies, preferably VMware vSphere/ESXi.

IT Support Engineer

Key skills