IT Support Engineer

We are seeking a proactive IT Support Engineer to provide end-user technical support while maintaining the organization's IT infrastructure, networks, and systems. The role includes troubleshooting hardware, software, and network issues, administering Windows servers, Active Directory, Fortinet firewalls, VPNs, and IT assets, as well as ensuring the reliability of IT infrastructure and security.

The successful candidate will also manage technical documentation, support ISO compliance requirements, and work closely with vendors to deliver efficient, secure, and high-quality IT services.

Responsibilities

End User Support

• Provide Level 1 & Level 2 technical support for hardware, software, and network-related issues

• Install, configure, and troubleshoot Windows and MacOS operating systems

• Support Microsoft Office, business applications, printers, scanners, and peripheral devices

• Resolve user incidents promptly and maintain high service quality

• Maintain IT support tickets and document issue resolutions

Network & Security Administration

• Configure, maintain, and troubleshoot LAN, WAN, and wireless networks

• Administer and monitor Fortinet FortiGate Firewall

• Configure and support FortiClient VPN for remote users

• Monitor network performance and perform preventive maintenance

• Coordinate with ISPs and external vendors on network-related issues

Server Administration

• Manage and maintain Microsoft Windows environment

• Administer Active Directory, Group Policy, DNS, DHCP, and file sharing services

• Perform server health monitoring, system updates, backup, and recovery

• Support virtualization environments where applicable

IT Infrastructure

• Maintain CCTV surveillance systems

• Support IP telephony and meeting room AV equipment

• Install and maintain structured cabling, switches, wireless access points, and networking devices

• Ensure IT infrastructure availability and reliability

IT Asset Management

• Manage the complete lifecycle of IT assets, including procurement, inventory, deployment, maintenance, and disposal

• Maintain accurate hardware and software asset records

• Ensure software licensing compliance

• Conduct periodic asset verification and stock audits

Documentation

• Develop and maintain IT documentation, standard operating procedures (SOPs), technical manuals, and asset records

• Maintain accurate documentation for network diagrams, server configurations, and disaster recovery procedures

• Support ISO management system (e.g., ISO 27001, ISO 9001) by maintaining IT documentation, SOPs, and audit records

Requirements

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information systems, or a related discipline.

Experience

• Minimum 2 years of hands-on experience in IT support, system administration, or Infrastructure support.

• Experience supporting enterprise IT environments is preferred.

Technical Skills

Strong knowledge of:

• Microsoft windows 10/11

• MacOS operation system

• Windows Server/Hyper-V/VMware

• Active Directory

• DNS, DHCP, Group Policy

• Microsoft 365

• Fortinet FortiGate Firewall

• FortiClient VPN

• TCP/IP, LAN/WAN, VLAN, Wi-Fi

• CCTV systems

• Network switches and wireless access points

• Backup and disaster recovery

• IT Asset Management