Support Engineer

Job Summary :

The Support Engineer is a customer focused ticket-oriented roll. This role is a hybrid of traditional Tier 1 support responsibilities—such as user support, troubleshooting, and service desk operations—and more advanced Tier 2 functions, including remote server administration and network troubleshooting. The Support Engineer will be resourceful, technically adept, and passionate about delivering exceptional user support while also maintaining critical backend systems.

Key Responsibilities :

• Serve as the first point of contact for users via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and peripheral issues (Windows, macOS, Office365, etc.).
• Assist users with password resets, application access, and basic account management.
• Document all support interactions in the ticketing system and ensure timely follow-ups.
• Provide remote support for servers, including diagnostics, patching, and reboot coordination.
• Troubleshoot and escalate more complex networking issues (VPN, firewall, connectivity).
• Manage Active Directory user and group configurations, including security permissions.
• Assist with onboarding and offboarding processes, including provisioning and deprovisioning accounts and devices.

Operational Duties :

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